Streamline customer support across Confluence & Jira
Combining Confluence & Jira for customer support
The Atlassian suite is designed for a variety of teams, and customer support is no exception.
One of the most prominent use cases, customer support requires teams to collaborate on multiple fronts, ensuring streamlined communication and collaboration between all involved parties.
How Confluence helps support teams
Confluence acts as your centralized knowledge base, where support agents can access and store content such as troubleshooting articles, FAQs, and more. With everything in one place, agents and customers alike can quickly find relevant information, leading to enhanced resolution times.
Jira at the heart of your support operations
Jira, on the other hand, is your project management hub, where teams (support, product, dev, and more) can track, manage, and prioritize projects and tasks. The latter, initiated directly within Jira Service Management (JSM) which serves as the point of contact with customers, enabling agents to manage incoming requests and track ticket statuses.
Combined power
By integrating Confluence and Jira effectively, you can create a seamless support workflow that improves response times, reduces repetitive tasks, and enhances the overall customer experience.
Fill the gaps in your customer support workflow
Every company has its unique challenges and requirements when it comes to customer support. While the Atlassian suite provides a holistic framework for managing support workflows, it may not cover every specific need out of the box. And that’s where we come in.
Our suite of Confluence apps help both support agents and customers better create and access advanced content types such as glossaries, FAQs, and more. When it comes to Jira, our latest app “Jira Comment Toolkit”, is designed to streamline lengthy comment threads be it in Jira or Jira Service Management.
Create & access key terms instantly
A glossary ensures your support and DEV team speaks the same language, reducing confusion and improving response accuracy.
Ensure consistent and accurate communication across tickets and documentation.
Agents can quickly reference standardized definitions, reducing misunderstandings and improving response accuracy.
Embed key terms and definitions directly within Confluence pages to facilitate access for both teams and customers.
Build a self-service FAQ hub
A centralized FAQ support hub helps support teams store answers, and customers to access them.
Help support teams find answers quickly with a centralized FAQ and enhanced classification system.
Empower customers to resolve common issues on their own by providing easily accessible self-service content.
Support agents can easily create, classify, and embed FAQs.
Streamline support with smart comment management
Jira Comment Toolkit helps support teams organize, track, and automate actions based on comment labels.
Label key comments for easy reference
Trigger actions based on comment labels such as assigning issues, creating Confluence pages, and more.
Help agents quickly search for issues based on specific labels.
All the resources you need
From expert tips to detailed tutorials, we’ve got everything you need to streamline the customer support experience across Confluence & Jira.
Blog
Explore our blog for expert tips and tricks to maximize your Confluence & Jira experience.
Guides & cheatsheets
Learn how to make the most out of our apps with detailed guides and cheatsheets.
Let’s get started
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