Self-service on Customer Portal

In Jira Service Management, use generative artificial intelligence to search across your linked knowledge base spaces, summarize the information to answer customer questions.

How to access self-service

Firstly, you need to Set up a knowledge base for self-service. When you link a Confluence space to your service desk project, agents can search for solutions and create new articles for common requests. Customers can then use the articles to self-service problems. 

Open

When you link a Confluence knowledge base to your service project, an Ask AI button appears in the search field. 

Open

When you click on this button, you're shown a screen containing answers and resource links provided by artificial intelligence based on your knowledge base content.