That way, no one ever starts from scratch everyone is equipped with insights from past work, and customers receive standardized answers that the whole team has reviewed. The Confluence knowledge base gives your team a place to centralize and organize all customer-facing (or employee-facing) FAQs and documentation, and a private workspace where your team can share best practices and institutional knowledge. Part of being an excellent IT Manager or Support Engineer is knowing all the edge cases that aren’t necessarily written in the product documentation – the tricks of the trade, go-to answers, common issues, and workarounds that resolve issues that otherwise seem complex.īut what if you could capture the knowledge your veterans have accumulated over the years? The Confluence knowledge base integration for Jira Service Management does just that. Integrate Confluence and Jira Service ManagementĪny Support or IT team will tell you that software doesn’t always behave as you think it would. The out-of-the-box knowledge base integration for Jira Service Management is just one of the ways your team can scale IT and Support workflows with Confluence and Jira Service Management. Of course, there are plenty of powerful ways to use Confluence and Jira Service Management together to drive change management, problem management and team collaboration. In this guide, we will be focusing on using Confluence as a knowledge base for Jira Service Management, the most common use case for this integration. Quickly find what you need to resolve tickets with a knowledge base of resolved incidents, communicate and track change management efforts with ready-made ITSM templates, and collaborate and make decisions quickly with your team in shared pages. With their powers combined, Confluence and Jira Service Management beautifully integrate to save your team time and improve your customer experience by surfacing the information your customers or employees need to resolve their issue, fast.Ĭonfluence and Jira Service Management empower IT teams to deliver great service experiences through their seamless integration. Tutorial: using Confluence and Jira Service Management together
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