Use Case

IT Service Desks

Deliver intuitive, personalized IT support across your organization with JSM and Refined.

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A Refined documentation site with a vivid branding.A native Confluence view.
Use Case

IT Service Management

Publish intuitive support sites with JSM and Refined to deliver personalized IT support experiences across your organization.

Try it freeGet a demo
A Refined documentation site with a vivid branding.A native Confluence view.

Upgrade the face of your IT services with JSM and Refined

Refined cog icon in dark green.
Serve up support on an intuitive website

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

Refined users icon in dark green.
Effortlessly personalize to user groups

Tailor sites to serve specific groups of customers by adding and displaying your choice of content.

Refined plus icon in dark green.
Add Confluence knowledge bases for seamless self-help

Build help-enabled support sites that pre-empt requests by integrating Refined Sites for Confluence.

Build themed IT support sites in minutes

Effortlessly build a help site with better looks, UX, and navigation — and only the documentation, request types, and service desks users need.

Build sites that sport your brand

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

Preview your sites as you build them

Watch your sites come to life as you drag and drop UI modules and request type links, and set permissions on page elements to personalize each site around core user needs.

Simplify navigation and access

Make it easy for users to access documentation, support portals, external links, and more by organizing navigation into an intuitive drop-down menu.

A visual showing the Page Builder in Refined.
A visual showing the top navigation on a Refined site.

Turn support-seekers into problem solvers

Give customers a seamless pathway to the help they need — whether it’s a request, a Confluence self-help article, or the status of their tickets.

Display self-help resources from a Confluence knowledge base

Serve high-value content from your Confluence knowledge base, and drive down the volume of requests with a Refined Sites for Confluence integration.

Open service tickets without switching context

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

Promote search results

Pre-configure results for designated search terms so users spend less time searching, and more time problem-solving.

Eliminate time-consuming follow-ups

Boost transparency by giving users an easy way to track the status of their tickets with My Requests, a personalized request-tracking module.

A visual showing embedded request type links on a Confluence page.
A visual showing the Promoted Search Results.
A visual showing the My Requests module.

Deliver the right support to the right people

Build as many help sites as you need from one Atlassian instance. Customize each to accommodate the needs of specific user groups — different teams, roles, regions, and more.

Build any number of sites

Create a constellation of sites each with its own purpose and URL, and customize their design, content, and permissions accordingly.

Import and export layouts

Fast-track site-building by exporting and customizing your favorite layouts to other sites.

Personalize content with a dynamic interface

Display user-relevant and newsworthy content — important documents, company-wide announcements, and even a personalized welcome message.

A visual showing the import and export feature in Refined.
A visual showing a personalized welcome message.

Skip ahead with ready-to-go templates

No time to build? No problem. Get your IT service desk up and running in minutes with templates designed by our site-building pros.

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A Refined HR service desk template with a university branding.
A Refined support template with a corporate branding.
A Refined employee handbook template with a simple branding.
A Refined support template with a vivid branding.
A Refined support template with a simple branding.
A Refined home template with a corporate branding.
A Refined support template with a vivid branding.
A Refined IT service desk template with a university branding.

Explore an IT service desk

See how we created an IT service portal for Octo.

Hop in
A Refined demo site showing an IT service management.

Case Study: Klarna

We share learnings on how fast-growing FinTech Klarna uses Jira Service Management, Refined and a selection of Atlassian Marketplace apps.

Get the story
A case study visual with the Klarna logo.

IT service management sites in-depth

Gain deeper insight into ITSM sites and the power of personalization.

Go to the blog
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October 24, 2023
What you need to know before migrating to Refined on cloud
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September 29, 2023
Your step-by-step guide to building a help & support site with Refined
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January 11, 2021
5 ways to structure your JSM support sites
Image link to blog post
January 5, 2021
How to customize JSM help desks with Refined 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

Or 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.

An image depicting a public Refined site.
Intranets
An image depicting a public Refined site.
HR Service Desks
An image depicting a public Refined site.
External Support
An image depicting a public Refined site.
Documentation Sites
An image depicting a public Refined site.
Knowledge Bases
Cloud products shown. For Data Center, visit the Atlassian Marketplace.