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Suggestion
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Resolution: Unresolved
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11
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NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? 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.
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[JSDSERVER-35] Allow Jira Service Management to search Confluence Questions
This is such an obvious feature people shouldn't have to ask for it, it should've been there from the start. This sort of thing is why we abandoned our Questions license, and makes me a lot slower to recommend Atlassian products to anyone in the future.
Very frustrating ... assessing how many users it will impact is moot ... because the functionality doesn't exist for them to be impacted. Why would you buy Questions (at a hefty price tag) when it can't be used as part of the standard knowledgebase. At the least there should be the ability to 'include' a questions page in a KB page in confluence so then it might be exposed and searchable in the KB.
At this time, no. Only an abandonment of "questions" and moving correct answers in KB pages on spaces on "Confluence"
We were hoping to expose Questions for Confluence to our Service Desk customers/users as an online forum, place to share ideas, ask questions get answers, etc, etc...does anyone know of any alternative that would work for External Service Desk users?
If you use Slack, I recommend you Obie Bot. It works with pages and questions.
This is the only solution I found so far.
Great solution
Notice: I am only a customer , not interesting about Obie, but it really is great.
I enjoy with Questions because it is so simple and quickly. Confluences page are not so usefull to KB when answer is simple. Confluence Cloud and Server is integrated with Obie
Why make Questions a competitor of the Service Desk knowledge base search?
For us, at the end of year, we will have to stop using Questions (stopping paying license renewall too) to pay a worker to move all questions on Confluence pages, on spaces pointed by Service desk KB search of each project portal.
I'm just going to say that - as pointed out in https://jira.atlassian.com/browse/CONFSERVER-51774 - the lack of integration across the various parts of Service Desk and Confluence is disappointing and astounding.
Questions plays a key role in a vibrant Confluence environment. To not have Service Desk make use of that resource is shocking.
Maybe Atlassian's view of "our broad enterprise customer base" is that Questions isn't being used that much after all … ?
The whole point of using the Q&A tool built on Confluence is so that it's natively integrated with Atlassian suite. Otherwise, we'd just use our own stack overflow solution. Can we please get this on the roadmap?