Using Atlassian and RefinedWiki to create an Awesome Support Experience
William Yeack

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:

  1. Atlassian Confluence
    Used to create all of our documentation pages.
  2. 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.

Related

RefinedWiki

Turn your Wiki into an Intranet with RefinedWiki

Turn Atlassian JIRA into a CRM

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