Using Atlassian and RefinedWiki to create an Awesome Support Experience

|Using Atlassian and RefinedWiki to create an Awesome Support Experience

When we setout to create the support experience for Member.buzz, we wanted to choose a powerful set of technologies that would allow us to quickly and easily publish guides and collect requests from our customers. We started with a set of two technologies that we were already using for our internal project management:

Atlassian Confluence
Used to create all of our documentation pages.
Atlassian JIRA and Service Desk
Used to collect feature requests and bug reports from users.

While these two platforms are extermely powerful, making them end-user-ready is a little challenging. Our goal was to make the look-and-feel of our support experience seamless from the rest of our application. Here is our homepage:

⁠

Using Atlassian and RefinedWiki, we have been able to make our support look like this:

⁠

When a customer wants to submit a request, our request portal looks like this:

⁠

While RefinedWiki was a critical part of helping us to create a consistent experience, we actually barely scratched the service of its functionality. One of the coolest features that it offers is the ability to group your spaces into separate Sites and Categories, each of which can have its own landing party. This allows you to logically group your Confluence site so that it is easier to navigate.

RefinedWiki's support is also really awesome - their team is knowledeable and very eager to listen to any feedback brought by customers.

Open Member.buzz Support

Here are a few of our other favorite plugins that we used for our support site:

JEditor
By far our favorite WYSIWYG editor for Atlassian's products.

Expando
An easy tool to expand and shrink a section of your page with a click.

Advanced Tables
A quick way of adding advanced table styles to your page without any CSS.

Project Documentation Macros
An easy implementation of Definition Lists.

Want to see how else we have used Atlassian to launch our product? Check out how we turned JIRA into a CRM.

Turn your Wiki into an Intranet with RefinedWiki

Turn Atlassian JIRA into a CRM

Comments

To add a comment, please login or register.

The development of technology for securing information has been advancing at a pace that is truly astounding. In 20 years the security industry has evolved from Sun Micro Systems' Sunscreen and the Cisco PIX (yes I know there were a few others) to over a thousand security products of which nearly 700 are currently VC funded. All are trying to generate business from within this ever advancing market currently called Cyber Security. There are few tech markets growing at the rate of Cyber Security and as a result we are seeing investors, in a near desperate attempt to gather slivers of this market, throwing money at companies with Rube-Goldberg-inspired technology. We now have a flood of technology solutions that no one person can understand and the customers that consume this technology struggle daily with supporting and operating these systems. Many of the C-Level executives reading this may want to consider a management solution for the next expensive problem your engineering team presents to you.

Nov 13, 2018 • 4 min read

C-Level: Fan Boy, XEB

In 1999 I was extremely busy. I had just started a company, my second, in the Network Security field which was new and unknown. Sales were slow, hacking was deep, deep inside campuses like Stanford and MIT and was considered sport. I was getting traction with banks and was in SF for a meeting. I remember walking down Mission past a guitar shop and hearing this song, guitar was hitting the tonic breaking into cool background riffs, a little vocal falsetto opening then breaking into verse…..broken and then back…..WTF. Reminiscent of a Cello piece I know……..inspired….. I stopped dead in my tracks - stunned. Who are these guys!?!

Nov 13, 2018 • 3 min read

What to Say to the C-Level, get your security project funded today!

In near every business adding costs to Information Systems will be seen, by the people running the business, as a cost first, benefit second. Remarkably this still holds true despite a constant pulse of security events hitting the C-Level desks. So let's, as security professionals, develop an understanding of the C-Suite and the C-Levels as to their priorities.

Jun 11, 2018 • 5 min read

C-Level Security: When your team uses military analogies, are they using the wrong narrative?

For years, I have bristled when people would use medieval military descriptions in an attempt to convey concepts within the Network Security business. Bastions, Firewalls, Moats, Drawbridges, Countermeasures; all of these descriptions give way to a more accurate and detailed explanation of what was really taking place.

Sep 22, 2017 • 3 min read

Related