Unlocking Confluence inside JSM: Access, Behaviors, and Roles Explained

Tired of permissions confusion between Jira Service Management and Confluence?

🚀 Seamless integration between Jira Service Management and Confluence can transform how your teams collaborate and serve customers, but understanding the underlying access rules can be tricky. Whether you are an end user, customer, agent, guest, or admin, knowing how these two powerful tools interact helps you make the most of your setup. In this live session, we will break down the exact behaviors behind Confluence access directly from JSM. We will demystify guest permissions, customer portal views, agent privileges, and administrative controls so you can confidently navigate your instance. Join us to discover how every role interacts with knowledge base content and how to streamline your workflow! In this session, we’ll cover:

✅ Customer vs. Agent Views: How knowledge base articles appear across different access points.

✅ Confluence Guest Access: What guests can see, edit, and do within your JSM-linked spaces.

✅ Admin Controls: Configuring permissions and space settings for smooth integration.

✅ User Experience Best Practices: Navigating Confluence content efficiently without leaving JSM.

✅ Real-World Scenarios: Practical examples of cross-platform collaboration for every user type.

This session is interactive—bring your "how-to" questions and let’s explore the JSM and Confluence integration together!

📢 Your instructor: Robert Hean

Robert is an experienced Atlassian educator with a passion for helping teams unlock the full potential of Confluence. Known for his clear, engaging teaching style, Robert delivers actionable insights you can apply immediately.

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