# Customer Service and Support Portal with Confluence and Scroll Viewport > estos has over a million users – and a correspondingly high number of support requests. With Confluence and Scroll Viewport, support.estos.de was born: the same articles the developers write internally, made publicly readable. Source: https://www.xalt.de/en/case/estos-confluence-support-portal/ estos sells communication software to over a million users – and receives a correspondingly high number of support requests. With Confluence and Scroll Viewport, support.estos.de was born: a public portal showing the same articles the developers write internally. ### Products used [Confluence](https://www.xalt.de/en/confluence/), [Scroll Viewport](https://www.k15t.com/software/scroll-viewport), Scroll Versions, Scroll Translations ### Solution and methodology Building a support portal on Confluence and Scroll Viewport, evaluating apps, user permission management and editor concept, corporate branding for estos, introduction and workshops on editorial use ## About our partners K15t ## About estos estos GmbH is an independent software vendor founded in Starnberg, focused on developing fast and straightforward communication software for use in companies. Since starting out in 1997, estos has continuously delivered products in an extremely dynamic market, now used daily by more than a million users at companies of all kinds. ## Designing support.estos.de with Confluence and Scroll Viewport As a provider of software products, estos faces a high volume of support requests. To keep organizational effort in check while still delivering excellent support to customers, a support portal was set up for users of their software. Compared to the website, the support portal, built on Atlassian Confluence, is updated with new information on using the software multiple times a day. It serves users not only as a support platform but also as a knowledgebase, giving access to important information, resources and documents. The content is managed directly in the same tool as internal development, so it can be moved from the internal to the external area without any format conversion. Through the support portal, users can independently acquire guides, best practices and workarounds, regardless of location or other people. With the support portal, many requests could already be answered in advance, before they even reach estos's support hotline or ticket system. In the ticket system, the content is offered again during ticket creation, to answer further requests by embedding the content as a knowledgebase. Nothing is more frustrating than getting a generic answer to a support request. The portal tries to provide this in advance through machine learning. The concept of the portal and the layout configuration were implemented by estos and XALT through a custom theme developed specifically for estos, based on the K15t Help Center theme. In addition to the custom theme, our team made further individual configurations in coordination with estos. These include, among other things, a specific homepage, custom page headers and footers, an announcement banner for important messages, and content categorization via labels and categories like installation, commissioning or similar. The latter feature supports content maintenance and makes editors' work easier. To improve the search function, the filter options in the search bar were also improved, letting the knowledgebase deliver more precise results to users. ## Additional Features and Benefits The implementation with Scroll Viewport makes navigation between individual documentation articles easier and better. This gives users a simple, fast way to find content in the portal, which in turn increases the satisfaction of customers and users of the software. By using a support portal, estos was able to create numerous advantages for itself and its users. Their own staff are relieved and have more time to focus on serious problems. There is also a noticeable reduction in effort and cost in communication with customers. The support center also offers estos the following advantages: - very easy content maintenance via Confluence - fully custom layout with little effort - lower administration costs through fewer support tickets - positive presentation of the company through transparency Alongside Scroll Viewport, our team also built two other K15t plugins into the support portal, [Scroll Versions](https://marketplace.atlassian.com/apps/1210818/scroll-versions-for-confluence) and [Scroll Translations](https://marketplace.atlassian.com/apps/1211616/scroll-translations-for-confluence), which allow multilingual and version-based maintenance of the articles and content. ## Opportunities for Further Development estos's support portal is publicly accessible and can be found at [support.estos.de](https://support.estos.de/de) – take a look around and see what your own help center could look like! Using Confluence opens up extensive possibilities for further expanding the portal. Custom features can be built in, new layout options created, or additional tools and software connected to the support portal. As an additional service, our team offered further development of the layout for the support portal as well as estos's website. First, two design proposals with light and dark mode were presented for the [estos.de](https://estos.de/) website. Second, our team delivered a layout proposal for the support portal. For support portals in particular, an appealing design is important to give customers the feeling of being professionally supported. The new design can be implemented on top of the existing solution with Confluence and Scroll Viewport, giving the support portal a modern, elegant look. XALT is supporting estos in creating and implementing this new design. ## Want to know more about this Confluence support portal success story? Don't hesitate to get in touch. [Get in touch](https://www.xalt.de/en/contact/) ## More Success Stories Home appliances ### [Digital Workplace and Intranet for 60,000 Employees at BSH Hausgeräte](https://www.xalt.de/en/case/bsh-digital-workplace-and-intranet/) 60,000 employees in 51 countries, 25 languages – and an intranet on SharePoint where only the editorial team could publish. The new one runs on Confluence and Linchpin: everyone can write, everyone sees tailored content, and it has won two awards. Read case study → Energy trading ### [Dynamic Redesign of the EEX Intranet with Refined](https://www.xalt.de/en/case/eex-intranet/) EEX Group needed a new intranet in two and a half weeks – the old one was still running on a different platform. With Confluence and Refined, it became a work platform for around 700 employees: a mega menu instead of searching, its own corporate design, and content maintained by the teams themselves. Read case study → Sports association ### [Building a Dynamic Knowledgebase with a Help Center Function Based on Confluence and Scroll Viewport](https://www.xalt.de/en/case/dav-confluence-knowledgebase/) The Deutscher Alpenverein wanted to make its Confluence knowledge as easy to access as a website – without the upkeep of a website. With Confluence and Scroll Viewport, that became DAV360 Wissen: a knowledgebase, a help center and a learning portal with courses and quizzes. Read case study → ## We help your team achieve greatness in every aspect Want to know more about this success story or about our solution? We help you get the best out of your company. Feel free to contact us by phone, email, or visit us at our office. [Contact us](https://www.xalt.de/en/contact/) --- *This version is for AI agents. Every page of this site is available as Markdown: append `index.md` to its path. Index of all pages: [llms.txt](https://www.xalt.de/llms.txt)*