How to Build a Knowledge Base in Jira Service Management Using Confluence

In this video, I will show you how to create a powerful self-service knowledge base using Confluence and Jira Service Management (JSM).

You will learn how to connect Confluence to your Jira Service Management customer portal so users can find answers before submitting support tickets. This approach helps reduce ticket volume, improve user experience, and scale your support operations without burning out your team.

We will walk through the entire setup process step by step, including:

• Creating a dedicated knowledge base space in Confluence
• Understanding internal vs external knowledge base access
• Managing permissions safely and responsibly
• Linking Confluence to Jira Service Management
• Organizing articles into categories
• Displaying knowledge base articles in the JSM customer portal
• Enabling article suggestions during ticket creation
• Best practices to avoid exposing sensitive information

By the end of this video, you will have a fully functional JSM knowledge base that allows users to help themselves through clear documentation, screenshots, and even embedded videos.

This tutorial is perfect for:
• Jira Service Management admins
• IT support teams
• Atlassian administrators
• Companies building internal or customer-facing self-service portals

If you are tired of answering the same support questions over and over again, this setup is a game changer.

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