Table of contents
Suggest relevant knowledge base articles in live when a customer is about to create an issue.
It's quite similar to what Jira Service Desk natively offers, but with Elements Connect you can go much further:
- Here the CQL query used to get the articles can be fine-tuned and it's possible to get pages from many spaces.
- It's also possible to connect to any KB system (given it offers a REST API or you have access to its database)
See this field in action from our demo portal
This demo uses an URL datasource connected to Atlassian's Confluence:
- Type: URL
- URL: https://confluence.atlassian.com/rest/api
- Content-Type: JSON
You could do the same using a "Confluence Application Link" datasource available when a Jira instance is linked to Confluence.
Download the field configuration: