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.

change looks great, thanks Joseph & team!

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

Hi Joe, love to speak to you about this, thanks

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.

Hi Will and Laura

Thank you for your interest. Can you please schedule a meeting as per your availability by clicking on this link. https://calendly.com/jjayanth/jsm-meeting-with-joe

Joe

Would love to be a part of this discussion. Thanks!

Hi Joe, I have some examples ready to share with you.

Hi

I'm Joe, Product manager in JSM. We are looking to fix this issue of how Kbase articles render in the portal. I would like to talk to some of you to understand what other issues customers face when they view kbase articles in the portal. If you are interested to speak to me regarding this please leave a comment. 

cheers

Joe 

Have a look at Salesforce Knowledge. We're looking to move as a result of this.

Surely this cant be that difficult to fix? Or, how about an interim fix? No need to re-invent the whole Service Desk, just make it 50% wider, which will somewhat alleviate the current pain. 

JSD is the odd child of Atlassian. It doesn't get much attention or if it does, the roadmap is not visible to its customers. The customer portal was probably done by a team far-removed from the Confluence project so the marriage between the two is worst at best. No one ever considered a seamless integration between the two.

The hours and productivity wasted by trying to get the confluence articles to be WYSIWYG on the customer portal are immense. But wait, it will stay in Gathering Interest till 2030.

Time to look for a different tool since the money is not there for Atlassian to consider it as a priority. This will not be resolved any time soon.

Agree with this assessment.  In the Confluence editor I can set a table to show full width and it appears to honor the setting for a header row and header column, so you can scroll around in the content of a large table but still see the headers and know what a specific cell refers to.

But in Jira Service Desk that table is shown in the small, vertical space afforded all articles viewed via the Service Desk interface (as a customer).  Not only is all that horizontal space wasted, but the displayed table doesn't honor the header row or column, and the horizontal scrollbar is at the very bottom (so you can't see the header row when you scroll all the way down to it).  Semi-workaround is to click once in the table and then use the keyboard's arrow keys to scroll back and forth, but there again the header row and columns disappear as you move within a large table.

Maybe as suggested the initial view honors the normal vertically-oriented space that works ok for a text-heavy article, but a button would expand a large table to full width.

Why is this ticket still in "GATHERING INTEREST" status?

We are waiting for any updates.

Just received a complaint from my inhouse support staff on this very issue.  Our customer complained to them.  Seems like it could be simple to fix...

Atlassian please prioritise this. The customer experience is terrible and needs to be improved. Please widen the screen!

Yes, we need this as well.

Have Atlassian heard of responsive web design?

We have always had a concern with the page width of service desk articles. It has a major impact on usability and we have always had to ensure that any images we include in the articles are max 700px. Now the new version of service desk has made the article width even smaller and we have to reduce our images to 600px. This is really making these pages unusable.

Also having the "Does this article help" on the left side of the page takes up about a quarter of the width of the total real estate which is really a waste. It would probably best best to have that question at the bottom of the articles.

thanks so much for considering this feedback.

And therein lies the same problem we had with another issue.  In spite of informing Atlassian that there are duplicate issues and requesting they be merged, they DO NOT DO IT.

So the votes get split and this asinine crap voting system is broken inherently.  How many dupe issues am I supposed to visit to try to get resolution?

If THEY won't police dupes, we are even more screwed than when they REFUSE to fix egregious - unacceptable - bugs like JSDCLOUD-3565...

Which also has dupes that we cannot get merged in the vain hope of hitting the magic vote threshold...

This is a duplicate request - could everybody vote for this one.

https://jira.atlassian.com/browse/JSDCLOUD-3983

We get complaints from our customers that the articles we have created are un-usable because of the small screen they are displayed in. This makes us look very unprofessional.

We have just purchased as well - and to find out we cannot change the size of the Customer Portal display window for our confluence articles is extremely annoying!

It makes our content non-user friendly.

We cannot go live until we have a fix for this as it is a terrible experience.

Atlassian - do you have a fix?