How can we allow acces to our service desk customer to Confluence?
Asked by Inacio Baptiste:

Hi community.

We need to share our tutorials to our custumers only. So we linked Confluence to our Service Desk.

We can have an deformate view in Service desk of our tutorial and when we want to go on Confluence (Overviex / home) service desk customers have no acces allow.  

So our questions are:  
- How can we allow acces to our service desk customer without acces to public at our tutorials? (and without increase our bills ;) )  
- How can we use more screen space on Service desk view? (cf: foto)

<br />

Hope i'm not confuse.   
Thank for your help  

<br />

<br />

That's the space we wanted to gain (on computer screen) (on the foto)

![1970-01-01_01-00-00.png](/t5/image/serverpage/image-id/58573i35089432AB51EB26/image-size/large?v=v2&px=999 "1970-01-01_01-00-00.png")


Answers:
author: Shannon S
body: Hello Baptiste,

Welcome to Atlassian Community. It's great to have you.

Once you have [Set Up a Knowledge Base](https://confluence.atlassian.com/servicedeskcloud/set-up-a-knowledge-base-957150219.html) for your customers, then they can access the articles via the help center or a link to an article obtained via the help center.

The permissions you apply to the knowledge base determines who will have access to the space:  

|-------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| Anyone can read articles                  | Anyone view knowledge base articles via the help center or a link your team shares. People can also discover your articles via search engines. This setting only displays if your project has a login-free portal. This option is best if your team writes articles to share with customers.                                                                                                   |
| Everyone with access to your service desk | Anyone can view knowledge base articles via the help center or a link your team shares. This option is best if your team writes articles to share with customers.                                                                                                                                                                                                                              |
| Only licensed users                       | People need a Confluence license to read knowledge base articles via the help center or a link your team shares *unless* you [allow anonymous access](https://confluence.atlassian.com/display/ConfCloudm/Make+a+Space+Public) in the knowledge base space. Anonymous access is not compatible with SSO using 2-legged OAuth. This option is best if only your team reads and writes articles. |

Note that it's not possible for your customers who do not have a Confluence license to access the space via Confluence.

For this, the last permission applies. You would need to enable anonymous access globally, and then restrict each space individually that you do not want to be accessible to the general public.

If you want to make sure that anonymous users cannot access your Confluence space then the best way is to just allow them to access via the portal.

I hope that clarifies things!

For your 2nd requestion regarding space, your screenshot looks very odd to me and perhaps you might be using a smaller resolution. I would recommend raising this as a new question in the Jira Service Desk collection, and someone will be able to assist you.

Regards,

Shannon

comments: author: Inacio Baptiste
body: Hi Shanon,

Thank you for your answer. I'll do new question for the design.

That what we anderstood and saw of permissions in Confluence.

But is there no way to service desk user to see a Confluence space?  
We don't understand the logic. They can see articles but can't naviguate in the space... We can allow/create acces to client in service desk but for Confluence they need a licence to acces.  

Thanks,

Baptiste


author: Shannon S
body: Baptiste,

This is because Confluence is licensed software, so you can either open it up to licensed users, or the general public. It's the same in Jira, if you link Jira issues in a page in Confluence, then you still have to have a Jira AND Confluence license in order to see the issues within Confluence.

So there is a way for a JSD user to see a Confluence space, but it has to be one of the permissions listed in that table. JSD permissions alone aren't enough to see restricted content in Confluence.

I hope that clarifies things, but let me know if you have any questions.

Regards,

Shannon


author: Alex Medved _ConfiForms_
body: [@Inacio Baptiste](/t5/user/viewprofilepage/user-id/2518408)

Make sure you take a look at this issue - <https://jira.atlassian.com/browse/CONFSERVER-30161>

Quite often it is a blocker in JSD/Confluence knowledge base setup... Unfortunately, Atlassian have not offered a good solution for it as of now.


author: Inacio Baptiste
body: hi [@Alex Medved _ConfiForms_](/t5/user/viewprofilepage/user-id/781630) .   

I've not watch this issue yet. But we are in cloud and the problem is aproximativly the same.... Atlassian don't want to allow acces to view an confluence space while wehaven't a licence even if they are register on our service desk...

So We have to let our customer to had a poor design experience in our tutorials on Confluence...  

Thank you for the aswer :)


author: Inacio Baptiste
body: [@Shannon S](/t5/user/viewprofilepage/user-id/510046) ,  

Yes that we understand. If we wanted to give they a better experience without allow anonymous right. They (or we) have to buy a licence for each customer...   


author: Shannon S
body: Baptiste,

Thank you for sharing that feature request! I just came here to share the same but I see you've already done it. :)

But I would encourage both you and [@Alex Medved _ConfiForms_](/t5/user/viewprofilepage/user-id/781630) to vote for it, and then you'll automatically be added to the watch list.

Best regards,

Shannon


Tags: cloud

confluence-cloud

jira-service-desk

jira-service-desk-cloud