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  1. Jira Service Management Data Center
  2. JSDSERVER-4923

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

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    • Icon: Suggestion Suggestion
    • Resolution: Duplicate
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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 Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Atlassian Update – 22 December 2022

      Hi everyone,

      Thank you for your engagement with this suggestion.

      We have identified that this ticket is a duplicate of JSDSERVER-3983 Improve knowledge base readability with better space utilisation on the customer portal , which has slightly more customer engagement. Given this, we will be closing this ticket to ensure that future engagement flows to a single suggestion and gives a more accurate representation of customer demand. The existing comments on this ticket are extremely helpful for the JSM product team and will be preserved for future reference. Thank you for all of the information you have provided to date - we understand that there is a strong need for this functionality.

      Please follow JSDSERVER-3983 for further updates in the future.

      Kind regards,

      Charlie Marriott

      Jira Service Management, Data Center

      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.

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              Unassigned Unassigned
              efd71bc9603a Paul Evans
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