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Suggestion
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Resolution: Fixed
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335
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107
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| Updated 28 May 2025 |
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| Hi This feature is now available to all customers. Currently, this feature works well for help seekers who are on Atlassian accounts and for now, this does not support customer accounts i.e help seekers who are on customer accounts will not be able to search/find KB articles from the connected cross site Confluence. This is something that we will look to solve in the coming quarters. Also, if you have any other feedback (wishlist) to improve knowledge base in Jira Service Management, you can fill this form and we will contact you for research and future closed beta releases of KB features. https://jsmkb.atlassian.net/servicedesk/customer/portal/2/create/18 Thanks joe |
Problem Definition
Jira Service Desk Cloud will allow you to link with a Confluence space in order to serve customers with a knowledgebase. Currently though this feature requires that both Service Desk and Confluence applications exist in the same Cloud site (with the same Cloud domain name: example.atlassian.net for instance). The documentation in Link a Confluence space to your service desk confirms this.
Right now, it's not possible to link a JSD on example.atlassian.net with a Confluence space found on sample.atlassian.net , even if you have an application link created there, and have permissions to do so.
Suggested Solution
It would be helpful if this integration could be implemented with two different Cloud sites, or one Cloud site and one Server site.
Why this is important
Easier integrations for users spread across different platforms
Workaround
Currently this feature is only available to Cloud sites where Confluence and JSD are on the same site