Scroll Support Hub integrates Atlassian customer support apps Jira Service Management (JSM) or Customer Service Management (CSM) with your Scroll Sites website.
This allows your customers to get support without leaving your documentation.
Your help center, documentation, or a knowledge base portal that you built with Scroll Sites, can answer most of your customers' questions. For everything else, they seek help somewhere else: a JSM portal on another domain, with its own look and feel, and often behind a login.
Scroll Support Hub simplifies and enhances user experience. It adds a support widget to a page of your Scroll site, where visitors describe a problem, send it to your service space, and follow the conversation that comes out of it.
Everything a visitor sends from Scroll Sites arrives in JSM as an ordinary request (a ticket). Your agents keep using the same workflows, SLAs, and automations that they already use. Nothing about the service space changes.
Naming Conventions
The world of online support uses several established naming conventions.
In this documentation, we’re using terms ticket, work item, issue, support request interchangeably.
The process of setting up Scroll Support Hub is identical for both Jira Service Management (JSM) or Customer Service Management (CSM).
For brevity, we are using only the term Jira Service Management or its abbreviated form JSM for both.
What Your Visitors Can Do
In the widget, a visitor can:
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Describe their problem and see documentation articles that might help. At this stage, Scroll Support Hub works as a ticket deflector and no JSM work item is generated.
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Send a request without creating an account using only their email address.
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Sign in with an Atlassian account or your JSM portal account.
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See, review, and filter (open/closed) the tickets they reported.
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Read a support request, reply to it with formatted text, and attach files.
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Change the status of a request, for example to resolve or cancel it.
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See who is on a request, and add or remove people.
Visitors of your documentation portal don’t need an account to generate a support request. However, reading and replying to requests does. See Send a Support Request and Sign In to the Support Widget.
Approvals are handled in the JSM portal. The widget links to the portal for these.
Everything visitors can do is described in Use the Support Widget.
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 space each of them uses. |
|
The Connection URL |
The address the widget is served from. It is the same for every website that 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 space.
Prerequisites
Before you can install and use Scroll Support Hub, ensure that you and your site meet the following requirements.
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Scroll Sites app installed on Confluence Cloud and a site that uses the Help Center theme.
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Permission to edit your Scroll site theme and publish the site.
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JSM or CSM, with at least one service space 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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Early access to Scroll Support Hub.
The Scroll Support Hub app is currently only available to early access participants and needs to be activated by K15t. Sign up for early access.
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