# How to Add Jira Service Management to Your Confluence Help Center > Connect Confluence as a knowledge base with Jira Service Management: share spaces, set permissions, and personalize your help center with Scroll Viewport. Source: https://www.xalt.de/en/blog/how-to-add-jira-service-management-to-your-confluence-help-center/ TEAM XALT Atlassian Platinum Partner · 8 July 2021 · 7 min Help centres or support portals are an integral part of everyday life. Every day, your support team receives requests from users regarding bugs, problems or other questions. However, it quickly becomes apparent that many of these tickets are similar and can be resolved with the help of specific assistance (e.g. articles or videos). You can then provide this content in your Confluence help centre. Technically, this means linking Jira Service Management with Confluence as a knowledge base. ### Confluence as a foundation and knowledge base Are you already using Confluence in your company? Then you can continue to use the existing instance as a starting point for your help centre and use all content as a starting point for a public knowledge base. If you are not yet using Confluence, you can find the free version of [Confluence Cloud](https://www.atlassian.com/software/confluence?&aceid=&adposition=&adgroup=104757979571&campaign=9616887781&creative=425988942377&device=c&keyword=confluence%20cloud&matchtype=e&network=g&placement=&ds_kids=p52353095980&ds_e=GOOGLE&ds_eid=700000001542923&ds_e1=GOOGLE&gclid=CjwKCAjw_o-HBhAsEiwANqYhpyJ4UXre3qm8kCtXN55sdhVIA3qVXRnYnkQdCVv5DWqI_rTwlcwf4xoCADoQAvD_BwE&gclsrc=aw.ds) here. You can also find [Jira Service Management Cloud](https://www.atlassian.com/de/try/cloud/signup?bundle=jira-service-management&edition=free) (JSM) here and get a first impression of the ITSM solution. Pro tip: It is best to ask your customer service here. They have usually already prepared quite a bit and know exactly which questions your users have and which ones occur repeatedly. You can then add these directly to your [knowledge base](https://www.atlassian.com/de/itsm/knowledge-management/what-is-a-knowledge-base). ### Integrate Confluence into Jira Service Management IT and support teams will most likely tell you exactly the same thing: software does not always behave the way we want it to or as expected. Bugs and errors keep occurring. However, answering the same questions over and over again eventually becomes exhausting and costs your team a lot of time. But if you already make most of the solutions available to both your team and the users, these tasks become a thing of the past. By connecting your ITSM tool with your Confluence as a knowledge base, you automatically link all available articles with JSM. The great thing about this is that all pages you add to the Confluence space are automatically displayed in your [Service Desk](https://www.xalt.de/en/it-service-management/), and users can search for answers themselves. Additionally, you easily improve the user experience and support. Everyone can simply and quickly find the help they need. So it is simply a “win-win” for everyone ????. Pro tip: Make sure that your service and support articles are always up to date. This will also prevent unnecessary requests from your users. #### Add Confluence areas to JSM ![Confluence Hilfe-Center](https://cdn.sanity.io/images/c475o02b/production/cee1ba7422efa809f3383a289b2350daacf3cb28-3104x1974.png?w=1504&q=75&fit=max&auto=format) Before you think: “Wait a minute! I also have internal and sensitive content in my Confluence. And that must not be publicly available!" Don't worry ????! In Confluence, you can protect certain areas from the public eye using page permissions. **To link content or Confluence spaces with JSM, proceed as follows:** - Go to Project Settings \> Knowledge Base in your service project. - Select “View permissions” in the dropdown menu next to the linked area of your choice. - Finally, set the desired permissions. Furthermore, you can also add multiple areas from Confluence to your Service Desk and use the mentioned permissions to grant access to certain areas only to your team (such as internal policies). All public articles can also be viewed by unauthenticated users. In addition, no user licenses are required for visitors. However, integrating Confluence into Jira Service Management is only half the battle. Nowadays, user experience plays a very important role. Therefore, it is extremely important that you make the provided content as easily accessible as possible. ## Personalise Confluence help centre with Scroll Viewport Generic help centres are usually very simply structured. They do provide all the necessary content, but are rather weak in terms of user experience. Because one thing is certain: The easier you make it for your users to find relevant content (also through self-service), the happier they will be in the end. ![Search in the XALT Marketplace Help Center: typing “Image” instantly shows matching articles from the documentation](https://cdn.sanity.io/images/c475o02b/production/ad4ce6dc26640a50ff8fda336d57bce730761f82-3104x1974.png?w=1504&q=75&fit=max&auto=format) The search shows matching articles as you type – so your users help themselves before they open a ticket. Confluence already offers the perfect basic structure for your knowledge base and help centre. But it still looks like Confluence. However, there is a solution for that. At XALT, we therefore use a plugin called Scroll Viewport. This small, cool plugin turns individual Confluence Spaces or pages into a modern help centre and can be configured exactly to your specifications. Additionally, you can add your company's branding here. This is what it looks like for us: our own help center docs.xalt.de runs on Scroll Viewport. The start page leads straight to the documentation of our apps. ![Start page of the XALT Marketplace Help Center on docs.xalt.de with a search field and tiles for the Advanced Tabs and Advanced Image Gallery documentation](https://cdn.sanity.io/images/c475o02b/production/4ff0c9c7fedcbbcec9451f6182814f371f66ecd9-3104x1974.png?w=1504&q=75&fit=max&auto=format) The start page of the XALT Marketplace Help Center: a search field and one tile per app. ![Start page of the Advanced Image Gallery documentation with a short description, news and topics such as Getting started, Basics and settings](https://cdn.sanity.io/images/c475o02b/production/9ba43efbe87277f8e7d03aa79dd454682aa6cd92-3104x1974.png?w=1504&q=75&fit=max&auto=format) Each app has its own entry page with the key topics – built from a plain Confluence space. ![Article page “Image Gallery – Overview” in the help center with navigation on the left, breadcrumbs and a Hard Facts section](https://cdn.sanity.io/images/c475o02b/production/3e4146cd13c342a3286e8483039fb99f34a4583e-3104x1974.png?w=1504&q=75&fit=max&auto=format) A single Confluence page as a help article, with navigation and breadcrumbs in your own design. You can read about exactly how to configure Scroll Viewport in this [article](https://help.k15t.com/scroll-viewport/latest/server/configure-scroll-viewport-172589291.html) by our partner K15t. Finally, you need to add Jira Service Management to the help centre. This allows you to integrate both Atlassian solutions and further improve your customer service and user experience. To add your service desk to the help centre, you can add links to the help centre's header/menu. You can configure the header directly with Scroll Viewport. You can find out how this works [here](https://help.k15t.com/scroll-viewport/latest/server/global-settings-179701917.html). Pro tip: A picture is worth a thousand words. Instead of too much text, simply use slideshows and image galleries. For example, you can use our Advanced Image Gallery plugin. This allows you to get the most out of your content. [Advanced Image Gallery for your Confluence help center](https://www.xalt.de/en/advanced-image-gallery-for-confluence/) ## Summary Confluence as a help centre offers you countless possibilities and can be extended with numerous different features and plugins. The ability to connect Jira Service Management and Confluence not only improves the user experience but also gives your employees the chance to further improve customer service and support, save time, and focus on important tasks. Would you like to learn more about a help centre based on Confluence and JSM? Simply read our success story. ## Ready to connect your help center with JSM? We help you integrate Confluence with Jira Service Management. 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