Confluence + Jira Service Management Integration
How Support Teams Reduce Tickets Using a Knowledge Base Modern support teams don’t fail because of workload — they fail because the same questions repeat every day . “How do I reset password?” “VPN not connecting?” “Email not working?” If agents answer manually → ticket queue grows If users self-solve → support becomes scalable That is exactly where Confluence + Jira Service Management (JSM) integration becomes powerful. What Happens Without Integration 4 Typical scenario: Tickets keep increasing Agents copy-paste answers Documentation exists but nobody finds it SLA breaches happen Result → Support team works hard but productivity stays low. What Integration Actually Does Jira Service Management connects directly with Confluence knowledge base. So when a user creates a request → system automatically suggests articles. User solves issue → ticket never created Agent workload decreases → SLA improves How the Flow Works 4 Step-by-step flow: User opens service portal Types problem (“VPN no...