Our new help center is ready for your customers to experience

Hi Service Deskers,

We’re excited to announce that the new help center is officially here!

A few months ago, we released a brand new help center as an early access program that many of you helped us improve. Through the invaluable feedback we’ve received, we improved the help center so that your customers and employees can enjoy a delightful service experience. This experience is now open to everyone and will completely replace the old experience by February 26th, 2019.

What’s new?

Giving your customers the new center will provide them with a delightful experience right from the start.

With search featured front-and-center followed by smart recommendations on distinct cards, your customers can quickly and easily find the right service desk for their issues.

Your customers will also get a more guided experience with identifying request types and introduces a browsable knowledge base so that your agents can focus their energy on resolving requests instead of trying to figure out the difference between request types.

Your customers will also get a more guided experience through finding the right request type and knowledge base article allowing your agents to focus their time and energy on what’s most important - resolving requests.

Not only have we improved how help-seekers get help and how support agents resolve requests, but we’ve also polished the look and feel of the entire help center to help you show off your brand confidently.

Key dates

Right now, you’re able to switch between the new experience and old experience as you wish. But we’re going to be moving all customers of Jira Service Desk to the new experience.

All customers will have the new help center in Jira Service Desk by February 26, 2019.

If this impacts you, it might be important for you to know what’s on our schedule. Here’s what we have planned:

  • January 17, 2019 - you will no longer be able to switch back to the old help center

  • February 13, 2019 - we will start gradually moving users to the new help center

  • February 26, 2019 - everyone will be using the new help center

Try out the new help center

Here’s how you can try out the new experience:

  1. Go to Project settings> Portal settings

  2. Click on View and customize under Look and feel

  3. Toggle on the new experience under Try the new help center

If you want to tell us how we can improve, select the Give us feedback button under the toggle button. We’d love to hear your thoughts!

Frequently Asked Questions

Can I try out the new experience before February 26th?

Yes, you can try out the new help center by:

  1. Go to Project settings > Portal settings

  2. Click on View and customize under Look and feel

  3. Toggle on the new experience under Try the new help center

Can I go back to the old experience?

You can go back to the old experience before January 17th. If you’re using the new help center after January 17th, you won’t be able to go back to the old help center.

Do I have to switch to the new experience?

Yes, between February 13th and February 26th, we will gradually move users over to the new help center. By February 26th, everyone will have been moved to the new help center.

Why are you migrating users to the new experience?

After studying how people use the help center to find out where they succeeded and struggled, we created a new help center experience that solved the problems we found. We want to share with you and your customers the full benefits of JSD portal updates by moving everyone to our new experience.

I have more questions, who can I ask?

If you have more question or require any assistance, feel free to contact our lovely support team here (https://support.atlassian.com/).  

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