Scroll Support Hub brings Jira Service Management (JSM) or Customer Service Management (CSM) into your Scroll Sites help center, so visitors can get support without leaving your help center.
A help center answers most questions on its own. The ones it cannot answer usually end up somewhere else: a JSM portal on another domain, with another login and another look. Scroll Support Hub adds a support widget to a page of your Scroll site, where visitors describe a problem, send it to your service project, and follow the conversation that comes out of it.
Everything a visitor sends arrives in JSM as an ordinary request. Your agents keep the queues, workflows, SLAs, and automation they already use. Nothing about the service project changes.
What Your Visitors Can Do
In the widget, a visitor can:
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Describe a problem and see help center articles that might answer it, before sending anything.
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Send a request without an account by giving an email address.
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Sign in with an Atlassian account or a JSM portal account.
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See the requests they reported, filtered by open or closed.
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Read a request, reply to it with formatted text, and attach files.
Sending a request needs no account. Reading and replying to requests does. See Send a Support Request and Sign In to the Support Widget.
Handling approvals, and managing request participants happen in the JSM portal. The widget links to the portal for these.
How the Pieces Fit Together
Scroll Support Hub is one app installed on Jira, plus two values pasted into your Scroll site theme.
|
Piece |
What it is |
|---|---|
|
The app in Jira |
Holds the list of websites allowed to show the widget, and the service project each of them uses. |
|
The Connection URL |
The address the widget is served from. It is the same for every website you connect in Jira. |
|
The Connection ID |
Identifies one connected website. Each website you add gets its own. |
The widget only loads on a website whose address is on that list. This check stops someone from copying your widget onto another website and using your service project.
What You Need
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Scroll Sites on Confluence Cloud, with a site that uses the Help Center theme.
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JSM, with at least one service project and one request type.
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Administrator permission for Jira, to install the app and connect a site. App Permissions and Data Handling lists what the app can access once it is installed.
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Permission to edit your Scroll site theme and publish the site.
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