The knowledge base integration in JIRA Service Desk using Confluence is great! It would be even more awesome if the agents working "behind the stage" could also directly benefit from that, specifically with known error or workaround articles.
A practical example from our use case:
We`ve linked JIRA SD with a confluence space which we feed with how-to articles tagged "public" and "internal" - the public articles help our users to solve their issues or answer their questions in self-service fashion. It would be great if JIRA SD would provide the same search/suggestion for "internal" tagged articles when an issue was created, so that the agent has already a set of internal articles which might fit to solve the issue. This could be on the issue screen on the right side, compared to the "We've found solutions that could save you time" div in the customer portal.