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  1. Jira Service Management Cloud
  2. JSDCLOUD-35

Allow JIRA Service Desk to search Confluence Questions

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Right now you can link a service desk project to a Confluence space to allow customers to search the knowledge base before they file a ticket.

      It would be great to also include Confluence Questions in these search results.

            [JSDCLOUD-35] Allow JIRA Service Desk to search Confluence Questions

            Joseph added a comment -

            Hello everyone

            I'm Joe, Product manager in JSM. This is something that we have a plan to build but it is not in our immediate roadmap. 

            cheers

            Joe

            Joseph added a comment - Hello everyone I'm Joe, Product manager in JSM. This is something that we have a plan to build but it is not in our immediate roadmap.  cheers Joe

            Ofir Zeevi (Inactive) added a comment - - edited

             

            Hey everyone, thank you for your interest in this issue!

            This topic relates to a feature we're building for Jira Service Desk at the moment and we'd love to hear from you.

            We'd appreciate if you can spare a few minutes to complete a survey to share your thoughts on how we can improve your experience with knowledge. You can access this here: https://forms.gle/jkEewSEUEXkm96bi8

            At the end of the survey, there's an opportunity to indicate if you're interested in a follow up chat with us. We will be contacting some survey respondents for a more in-depth discussion about your feedback.

            Cheers,

            Ofir & Service Desk Cloud Team

            Ofir Zeevi (Inactive) added a comment - - edited   Hey everyone, thank you for your interest in this issue! This topic relates to a feature we're building for Jira Service Desk at the moment and we'd love to hear from you. We'd appreciate if you can spare a few minutes to complete a survey to share your thoughts on how we can improve your experience with knowledge. You can access this here:  https://forms.gle/jkEewSEUEXkm96bi8 At the end of the survey, there's an opportunity to indicate if you're interested in a follow up chat with us. We will be contacting some survey respondents for a more in-depth discussion about your feedback. Cheers, Ofir & Service Desk Cloud Team

            Thomas Krause added a comment -

            No native support yet, however think the new Refined Wiki Theme for JSD allows to also search Confluence Questions.

            Thomas Krause added a comment - No native support yet, however think the new Refined Wiki Theme for JSD allows to also search Confluence Questions.

            Charis added a comment -

            Our internal users are confused when to use JIRA Service desk vs. Confluence questions. It's frustrating that they have to go to two different places to get the help they need. It will be great if JIRA Service Desk can be integrated with Conflunece/Wiki questions. 

            Charis added a comment - Our internal users are confused when to use JIRA Service desk vs. Confluence questions. It's frustrating that they have to go to two different places to get the help they need. It will be great if JIRA Service Desk can be integrated with Conflunece/Wiki questions. 

            Martin Cleaver added a comment -

            Ian - my understanding is that SD can only search Confluence.
            Yes, we (and our customers) would like this too.

            Martin Cleaver added a comment - Ian - my understanding is that SD can only search Confluence. Yes, we (and our customers) would like this too.

            Ian Hulsbus added a comment -

            So what's the progress on this?
            Is JIRA Servicedesk already able to search through Confluence Questions?

            Ian Hulsbus added a comment - So what's the progress on this? Is JIRA Servicedesk already able to search through Confluence Questions?

            intersol_old added a comment -

            How is SAC implemented? It seems that it already has what most people are looking for: ability to raise support tickets inside multiple projects and to search confluence questions too. Still none of these seem to be part of JIRA Service Desk yet.

            intersol_old added a comment - How is SAC implemented? It seems that it already has what most people are looking for: ability to raise support tickets inside multiple projects and to search confluence questions too. Still none of these seem to be part of JIRA Service Desk yet.

            Jeremy Largman added a comment -

            Attaching some screenshots of the SAC functionality

            Jeremy Largman added a comment - Attaching some screenshots of the SAC functionality

            Jeremy Largman added a comment - - edited

            This is a need for us as well, in support. Right now we have three things:

            • an invitation to post on Answers instead of opening a support ticket, during the ticket creation process
            • a "move to Answers" button that migrates a question that's already been asked. It closes the support ticket, creates a question with the subject and description, and opens a new tab with the URL.
            • Search integration

            Should I split off separate tickets for each?

            Jeremy Largman added a comment - - edited This is a need for us as well, in support. Right now we have three things: an invitation to post on Answers instead of opening a support ticket, during the ticket creation process a "move to Answers" button that migrates a question that's already been asked. It closes the support ticket, creates a question with the subject and description, and opens a new tab with the URL. Search integration Should I split off separate tickets for each?

            BillA added a comment -

            The CQ team need to implement CQ-361 first.

            BillA added a comment - The CQ team need to implement CQ-361 first.

              6cf75f652d57 Joseph
              barconati BillA
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                Created:
                Updated: