Faster knowledge base access & a new SLA metric

Hello Service Deskers,


Welcome to the new home of JIRA Service Desk Cloud release notes! Starting today, we'll post updates to Service Desk Cloud here instead of the Cloud What's New page. Watch the blog to get emails about the latest changes.

We're kicking off with some updates to your project sidebar. We've made it easier than ever to bring knowledge to your service desk - now you can create and link a Confluence knowledge base space from the sidebar:

After you link a knowledge base space, you can use the sidebar to search, view, and create articles.

If you haven't taken a knowledge base for a spin yet, you can use the new knowledge base link to start a free trial. Check out the docs to learn more about how a knowledge base can help your team work smarter and faster.


We added a new metric for reporting on success of your SLAs. Go to Project settings > Reports and try making a report with the new % met series. 



The Service Desk Team

Latest bug fixes

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