Use Case

External Support Sites & Help Centers

Service your customer base with intuitive, branded JSM support desks and portals.

Try it freeGet a demo
A use case visual depicting an external support site.A native Confluence view.
Use Case

External Support Sites & Help Centers

Service your customer base with intuitive, branded JSM support desks and portals.

Get startedGet a demo
A use case visual depicting an external support site.A native view in JSM.

Deliver first-rate customer support with JSM and Refined

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Support customers with an intuitive website

Customize each site’s design, content, navigation, and permissions without writing a single line of code.

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Effortlessly personalize to user groups

Tailor sites to serve specific groups of customers by adding and displaying your choice of content with just a few clicks.

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Integrate Confluence for seamless self-help 

Add Refined Sites for Confluence to seamlessly embed self-help resources that pre-empt requests.

Build a help center that boosts your brand

Support is a critical touchpoint in the customer journey. Make sure you deliver intuitive UX, simple navigation, and looks that match your external website.

Customize the look and feel

Apply your brand’s logos, icons, images, and more so customers have no doubt they’ve come to the right place for help.

Preview sites as you build

Watch your sites come to life as you drag and drop UI modules and personalize each site around core user needs.

Publish portals for IT, HR, and more

Create a constellation of service desks, each for a different audience and with its own custom URL, design, content, and permissions.

A visual showing the drag-and-drop feature in the Page Builder.

Deliver the right support to the right audience

Anticipate user needs and give customers a seamless pathway to the help they need—whether it’s a request type, a self-help article, or their ticket status.

Maximize discoverability, minimize clutter

Not every customer needs to see every request type. Customize your sites’ layout and permissions to display the most sought-after content on site homes and landing pages.

Enhance the search experience

Pre-configure search results for common pain points so customers can find the help they need, fast.

Keep users in the know

Help users track the status of their tickets without any follow-ups with My Requests, a personalized request-tracking module.

A visual showing Promoted Search Results.
A visual showing the My Requests module.

Empower your customers to problem-solve

Add Refined Sites for Confluence to deliver self-help documentation from Confluence knowledge bases right alongside JSM.

Display critical knowledge base docs from Confluence

Feature high-value content from your Confluence knowledge base prominently on your site to drive down the volume of requests.

Post engaging self-help content

Highlight key self-help content—get-started guides, How To’s, instructional videos, etc.—to help customers solve common issues on their own so agents can focus on the critical ones.

Deliver support right at the point of need

Embed JSM request type links on Confluence knowledge base articles so customers can seek help directly from docs pages without switching contexts.

A visual showing a support landing page layout.
A visual showing an embedded request type link.

Get going faster with ready-to-use templates

Quick-start templates take the work out of site-building. Simply pick one, tweak it to your liking, and you’re off.

Try it free
A Refined support template with a simple branding.
A Refined support template with a vivid branding.
A Refined support template with a vivid branding.
A Refined IT service desk template with a university branding.
A Refined support template with a corporate branding.
A Refined intranet template with a modern branding.
A Refined help center template with a university branding.
A Refined news template with a modern branding.

Explore our demo support site

See Octo's customer help center.

Hop in
An external support site built with Refined.

Case Study: 55 Degrees

Learn how 55 Degrees delivers documentation and support for 5 apps on one help site.

Get the story
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Help centers in-depth

Gain deeper insight into branded external support sites and the power of personalization.

Go to the blog
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September 26, 2024
Don’t let these 3 design hurdles hold back your JSM help center
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June 28, 2021
Learn how to build multilingual help and support sites with Refined for JSM Server/DC
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January 28, 2021
When customization can make or break a Jira Service Management deployment
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January 11, 2021
5 ways to structure your JSM support sites

Try Refined free for 30 days

Cloud subscriptions are free for 10 users. No payment details required to start your trial.

Try it freeGet a demo

Explore more ways to use Refined

Build an intranet for employees, a documentation site for customers, and a portal for your partner network—all from the same instance. There’s no limit to the number of sites you can build or who or what you can build them for.

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Intranets
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Documentation Sites
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Knowledge Bases
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HR Service Desks
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IT Support
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