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  1. Jira Service Management Data Center
  2. JSDSERVER-3527

Option to revert to the old style of Help Center

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      In JIRA Service Desk 3.1.x, the Help Center was re-designed.

      Search smarter on the global Help Center

      We've redesigned the Help Center to focus on what matters most to customers. Customers can now use the global Help Center to view popular service desks, and search for request types and knowledge base articles across all service desks they have access to. This means customers no longer have to remember whether they need to submit a request for a new laptop in the IT Service Desk or Purchasing Service Desk. Simply searching for "new laptop" will display the correct request type automatically.

      The improved smart search algorithm learns from past requests, so if customers have previously raised hardware requests for a laptop and monitor, they can search for "laptop" or "monitor" in the future to find the hardware request type. As your customers create more requests, the search algorithm gets smarter!

      See: Release Notes

      However, it would be nice to have the option to revert to the older style Help Center prior to this change.

            [JSDSERVER-3527] Option to revert to the old style of Help Center

            Tony Montana added a comment -

            "New" Help Center is awful 

            Tony Montana added a comment - "New" Help Center is awful 

            Jean-Pierre Marzi added a comment - - edited

            Today 2 customers have apparently been unable to make requests because they were "not able to find the requests they were looking for". This may sound a bit silly because the requests are only one click (browse all) or the use of a search field away but not all users can figure that out. Instead they look at the screen, do not see what they are looking for, give up and complain.

            We initially thought that the JSD Help Center was so logical and obvious that no user guide was necessary. Turns out we were wrong because our audience using our Help Center come from all levels of computing competency.

            It then dawned on us that our documentation is also no longer up to date because the structure of the Help Center home page has changed so dramatically that it means we need to redo our user guide with new screen-shots and descriptive text and resend it to about 80 jira-customers.

            We welcome improvements such as the new filter features in "My Requests".

            However changes like where all projects are now effectively hidden from view when landing on the home page is not an improvement to everyone.

            The ability to either remove "popular" and "browse all" or to have a choice between a static or dynamic home page would be most welcome.

            Jean-Pierre Marzi added a comment - - edited Today 2 customers have apparently been unable to make requests because they were "not able to find the requests they were looking for". This may sound a bit silly because the requests are only one click (browse all) or the use of a search field away but not all users can figure that out. Instead they look at the screen, do not see what they are looking for, give up and complain. We initially thought that the JSD Help Center was so logical and obvious that no user guide was necessary. Turns out we were wrong because our audience using our Help Center come from all levels of computing competency. It then dawned on us that our documentation is also no longer up to date because the structure of the Help Center home page has changed so dramatically that it means we need to redo our user guide with new screen-shots and descriptive text and resend it to about 80 jira-customers. We welcome improvements such as the new filter features in "My Requests". However changes like where all projects are now effectively hidden from view when landing on the home page is not an improvement to everyone. The ability to either remove "popular" and "browse all" or to have a choice between a static or dynamic home page would be most welcome.

              Unassigned Unassigned
              jaguilar Javier Aguilar (Inactive)
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                Created:
                Updated: