Integrating Jira Service Management and Confluence

| Thu, July 27, 2023 | Atlassian Products | Guides | 0 comments

Jira Service Management and Confluence are both powerful, Atlassian-made tools but have you ever thought of using both tools together? You can streamline your Jira Service Management output and enhance your customer support experience by utilising Confluence’s native knowledge base capabilities.

By integrating Confluence and Jira Service management you can save your team time while still providing your top quality support. In this blog, we’ll take you through why you should be using these tools together, give you some helpful tips and explain the benefits for your team and customers.

Introduction to the tools

Jira Service Management (JSM) is Atlassian’s answer to service request management. It’s a service desk tool that allows you to easily receive, track, manage, and resolve requests from your customers and your team. By organizing and prioritizing these requests in a single place, JSM makes it simple to categorize service requests, incidents, problems, and changes and keeps your team on track with service-level agreements.

Confluence is a remote-friendly team workspace where teams can build, organise, and collaborate in one place. From projects, company policies and beyond, Atlassian’s wiki space allows company-wide collaboration with comments, mentions, notifications, and co-editing so everyone is kept up to speed.

Why integrate Jira Service Management and Confluence?

Create a knowledge base with Confluence

Using Confluence as a knowledge base allows you to store FAQs, how-tos, troubleshooting articles, and other helpful info that your team and customers may need to refer to. Confluence’s native features make this process very easy to get started and organise your space. The tool includes article templates, extensive page customisation options, a pre-configured overview page with the Livesearch and content by label macros.

You can take your knowledge base to the next level by integrating it with your service desk. Information shared within service desk issues has the potential to get lost in the text but by integrating a knowledge base, your team can capture and document valuable information in one place.

Recommend knowledge base articles within your service portal

You can make your knowledge base even more accessible by enabling auto-search within your service desk. This assists your customers in finding relevant information about their problems and can even provide solutions that they can read within Jira Service Management.

Not only does the process provide quick answers for customers, but it can also help save your team time by easily answering common requests. Atlassian reports that using a Confluence-powered knowledge base with Jira Service Management has been shown to deflect up to 45% of customer-reported requests.

Of course, there may be issues that your knowledge base is unable to solve alone and that’s where the seamless integration between Confluence and Jira Service Management really comes into effect. Users can easily share articles with customers within Jira Service Management, without interrupting their workflow. Admins can also view knowledge base articles in the Knowledge Base section of your JSM and quickly jump into Confluence to edit articles if needed.

Continuously improve your customer service with insights

So that your team can keep improving their customer service, Jira Service Management and Confluence provide built-in customer feedback features and comprehensive reporting. You can use this information to develop your knowledge base by cleaning up information or adding in missing solutions.

The Confluence and Jira Service Management integration makes it easy to create new articles from useful information in a request when the solution can’t be found. With just one click, admins can create new articles directly from a service desk issue.

Not only can you fill in the gaps in your knowledge base but you can also discover where answers could be streamlined. Insights from your knowledge base usage can help you to standardize answers to common customer questions instead of offering multiple responses from different sources or pages.

Capturing customer feedback and deflected ticket data is essential in improving your customer support as it can also highlight which articles are working well. It provides data supporting the success of your knowledge base through the deflected and resolved request insight reports.

Using Confluence with your Jira Service management allows you to harness the power of both tools and create a streamlined and user-friendly output. Not only can it save both your team and customers time, but it helps you enhance your customer support experience.

Want to get started with JSM or Confluence? Or maybe you’re using the tools already but are looking to power up your solution? Well, the New Verve team can help! Get in touch to speak to one of our Atlassian experts and we can help your team get the most out of your Atlassian tools.