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  1. Jira Service Management Cloud
  2. JSDCLOUD-4923

Jira Service Desk Customer Portal is too small to view Knowledge-base articles

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    • Resolution: Fixed
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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.

      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.

            [JSDCLOUD-4923] Jira Service Desk Customer Portal is too small to view Knowledge-base articles

            Angélica Luz made changes -
            Link New: This issue relates to JSDCLOUD-3772 [ JSDCLOUD-3772 ]
            Nicole made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 563926 ]
            Nicole made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 563686 ]
            Joseph made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: In Progress [ 3 ] New: Closed [ 6 ]

            Christopher Rushing added a comment -

            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.

            Christopher Rushing added a comment - 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.

            derylgallant_cogs added a comment -

            I agree , changes are looking great thank you so much Joseph! 

            derylgallant_cogs added a comment - I agree , changes are looking great thank you so much Joseph! 

            dwight added a comment -

            change looks great, thanks Joseph & team!

            dwight added a comment - change looks great, thanks Joseph & team!

            Joseph added a comment -

            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. 

            Joseph added a comment - 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. 
            Joseph made changes -
            Status Original: Under Consideration [ 11774 ] New: In Progress [ 3 ]

            derylgallant_cogs added a comment -

            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

            derylgallant_cogs added a comment - 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

              6cf75f652d57 Joseph
              efd71bc9603a Paul Evans
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                Created:
                Updated:
                Resolved: