Problem Definition

As of now, you can only link one space to your Jira Service Desk, this means all your knowledge base articles have to be created within that space to be shared with the customers, when you are supporting customers from all over the world, with customers from different countries, language support is very important.

It is possible to customize the portal based on the customer's preference but when it comes to knowledge base. It is not possible, to only have customer language specific knowledge base to be shown when the customer searches via the portal, all the language knowledge base can be viewed by the customer.

Suggested Solution

Have JIRA Service Desk be able to ensure that each knowledge base language article can only be viewed by the respective customer that is supported by that language. For example, Dutch customers, when searching the portal for knowledge base only can view Dutch translated knowledge base articles, they will not be able to view the same knowledge base in English language in the same space.

This will be a label based system or the same way how the browser is able to detect the browser language and affect the customer portal language, the knowledge base should follow in suit to that specified language only.