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Suggestion
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Resolution: Fixed
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
We purchased JIRA Service Desk for our customers to be able to do self service by searching our Confluence Knowledge Base. The problem is the Customer Portal display window to see the Knowledge Base articles is tiny and the screen shows vertical and horizontal scroll bars.
This is a terrible user experience and quite frankly renders the use of both Confluence and JIRA Service for Customer self service useless.
We are considering alternative solutions to solve this basic problem that we consider a major product limitation.
Please advise if we can increase the size of the window that displays the knowledge article to customers and it would also be beneficial to allow users to click on an image and have it open up in full view just like Confluence does - not sure why you have these important features for employee facing users of Confluence and remove them for self service Customers in JIRA Service Desk.
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[JSDCLOUD-4923] Jira Service Desk Customer Portal is too small to view Knowledge-base articles
Hello everyone
I'm Joe, Product manager in JSM, focusing on building a good Knowledge base experience for the users and your customers.
We have increased the knowledge article width in the customer portal,
- Your portal customers will now have a better reading experience with wider space for articles
- You can add bigger images and wider tables
We are working on:
- Enabling a view that is similar to the view in Confluence of JSM agent view.
- On click zoom-in images
- Playing video inline
- Rendering macro styles on par with Confluence.
I have a very frustrated documentation/design team and frustrated customers after migrating to the cloud. This needs to be configurable as even creating pages on the internal side won't give you the idea of how they'll look on the JSM KB
This is a challenge for a client of mine as well. The content contains a lot of images and the limited horizontal real estate really affects usability. Please fix.
I second what Ira wrote. We're thinking of changing our service desk to something else.
The experience is awful.
Customer portal view is not customisable and too narrow for text and screenshots.
Screenshots cannot be clicked and enlarged.
Table of contents and the whole concept of WYSIWYG doesn't exist.
Hi Ira and Laura
Your feedback is taken. Thanks. 
I would love to hear any other pain points around knowledge base, if you are interested could you please schedule a meeting as per your availability by clicking on this link. https://calendly.com/jjayanth/jsm-meeting-with-joe
Joe
WOW! The clouds have parted.
Appreciate your offer. Simply, our BIGGEST issue is that the Table of Contents does not display from conventional Confluence docs. To my knowledge that is a four year old bug that they refuse to address, and has stilted our use of the product for self-service support. We have a clunky workaround that impacts our ability to easily edit the docs. This fix alone would be spectacular. We are very negatively impressed with Atlassian's refusal to address it. For years. To the point of researching alternatives. Combine that with the new "kiddie" editor in Confluence, and your company has royally ticked up off.
Thank you Joseph and team, this is definitely a step in the right direction. We are still hoping to have a full page option, but we appreciate the added real estate.