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Suggestion
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Resolution: Duplicate
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NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.
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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[JSDSERVER-4923] Jira Service Desk Customer Portal is too small to view Knowledge-base articles
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
The fact that knowledge base articles are just doing an iframe include of their respective Confluence pages is really problematic. Any page whose content is longer than the viewport width of the browser minus the header and footer UI that Service Desk uses—which, frankly, is quite a lot!—becomes hidden behind a scrollbar, which will not even be visible for users who have scrollbars to only show on-scroll, and who therefore might miss out on a ton of information entirely.
@Jay Berg Yes, there are plugins available, but when you're already paying thousands of dollars per year for a product, you don't normally expect to have to pay a 3rd party to make it usable.
We're getting complaints from customers too. I'm not sure why the portal area is only 26% the width of the screen; is it designed for mobile phones or monitors in portrait orientation perhaps? Our staff are issued with 16:9 widescreen monitors.
Richard Cross
HSBC Plc.
Please fix it ASAP! Articles aren't readable at all, especially on mobile phones.
This is also an issue for our customers. Especially when we show content in tables.
Need this soon, otherwise content is not readable.
Hi, I also need this. How is it possible that the articles are so small in the view???
We also have the similar issue and its annoying. it would be a waste of effort if after creating all the knowledge in confluence, ultimately people can't view it properly.
Please, make this site responsive! We're in 21st century!
Regards,
Drazen