Details
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Suggestion
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Resolution: Fixed
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None
Description
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Hello Cloud customers and evaluators,
Great news - your customers can now search and view knowledge base articles without logging in to the portal. We've added the option to make your portals login-free, so customers can:
- browse knowledge base articles in the portal without logging in
- read linked articles without logging in
- find knowledge base articles via search engines
To learn more about login-free portals and set up your own, check out our release blog.
Cheers,
The JIRA Service Desk Team
If an agent shares a knowledge base article with a customer and that article is anonymously accessible, then allow customers to view it without logging in to the JSD portal.
This is a common scenario for email requests, where the customer does not necessarily know how to log into the portal.
Steps:
- Create a KB link from a Service Desk project to an anonymously accessible Confluence space
- As a customer, create a request on the portal
- As an agent, in agent view, view the request and search for an article in the Related knowledge base articles panel and view it
- Use the "Share as comment" button to share the KB article with the customer (note: the link looks something like ".../servicedesk/customer/kb/view/...")
Desired outcome:
The customer can click on the link to the shared article and view it without logging in.
Actual outcome:
The customer is presented with the JSD portal login screen before they can view the article (if not already logged in).
Workaround:
If the KB article is viewed in Confluence (not embedded inside the JSD portal), the user will not have to log in.
Agents can get a link to the underlying Confluence page by opening the search results in a new tab or copying the address.
Attachments
Issue Links
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- Closed