In most growing companies, various departments such as IT, Admin, or HR have to handle dozens of service requests every week. There are questions that often result in back-and-forth emails, unnecessary tickets, and delays. For example, “My laptop won’t connect to WiFi,” “What is the leave policy?” and “How do I get access to a new software?” 

What if somebody could go through clear answers to such common problems without raising a ticket or pinging somebody on the side? This is where JSM and Confluence make all the difference. 

What are the Benefits of Connecting JSM with Confluence? 

Let’s break it down: 

• Jira Service Management makes it possible for people to put in requests 
• Confluence then empowers teams to answer such requests before the ticket is even raised 

When integrated well, employees who encounter a problem will see help articles suggested from Confluence right when they start typing up something in the JSM ticket. Many a time, they get what they need right then and there without actually even having to submit a request. 

This eliminates repetitive queries, cuts down on ticket load, and allows internal service teams to work faster. 

For example:  

Here’s how it might work in a mid-sized company with a team of 100 based in Bangalore: 

• Ramesh in Sales wants to access a new tool for client demo. 
• He opens JSM portal and starts typing “Tool access.” 
• The system presents a Confluence article called, “Steps to request new software access.” 
• He reads the article, completes the steps, and submits the right request to IT using the correct form. 

IT no longer has to direct him to the link again or chase details they forgot to ask for; they simply fast-track the approval. 

Such a flow can eventually save hours week after week, for the requester as well as the support teams. 

Setting It Up: Stepwise Method 

The best part is most of the configuration is easy to do. Here is how Indian companies have been doing this without much IT overhaul: 

• Link your knowledge base
  • In JSM, find Project Settings > Knowledge Base. 
• • Click to link your Confluence space. Also, create it from here if you don’t have one. 
• • Set view/edit permissions for various teams (IT, HR, and Ops). 

• Build useful, searchable articles
  • Begin with your top 10 asked questions – VPN troubleshooting, leave policy, step for on boarding, expense claims, and software access. 
• • Keep articles short and stepwise. Visuals  – such as screenshots will help greatly. 

• • Use direct titles like “How to Connect to VPN,” “Claim Travel Reimbursement” instead of vague titles such as “VPN FAQ.” 
• Tag and organize articles
  • Apply relevant labels (like “VPN,” “HR Policy,” “New Joiner”) so these articles work well for searches. 

• • It would be better to categorize them by topic or department in Confluence for ease of navigation. 
• Activate smart article suggestions
  • When a person starts typing their request, JSM tries to show appropriate articles. 
• • For example, when a user types “forgot laptop password,” there is chance that they already see the article if it had been tagged correctly before clicking “submit” on the form. 
• Update the content
  • Reviewing the top-viewed articles every month is recommended. In case some have become outdated, archive them or update them with new information/screenshots. 
• • Allow service agents to suggest updates, especially if they find themselves answering the same new question repeatedly.  

Small Changes, Huge Results 

Most companies that established this saw results within weeks: 

• Ticket volume reduced by 20 to 30 percent due to employees self-serving. 
• New hires found it easier to settle down because their questions were already answered. 
• Service teams could focus on more complex work rather than basic queries. 

Because everything lies inside the Atlassian ecosystem, an individual does not have to log into or procure a separate tool. It is one less barrier for your teams. 

It also goes well with: 

• IT teams in other locations managing requests for access, for resetting, and for fixing assets. 
• HR teams automating queries on leave, reimbursements, on boarding queries. 
• Admin/facilities teams in various locations handling visitor passes, WFH requests, and so forth. 

It is not just for huge companies. Even teams of 25-50 people will benefit, especially when hybrid or remote setup is involved. 

Help your teams help themselves. 

When someone has a question at work, the first thing they usually do is go ask a colleague. If the answers were available easily and at that moment, it reduces time.