June 19, 2018
RefinedTheme for Jira Service Desk has a major new release 2.X including many helpful new tools you might want to make use of.
Released in March last year, this app has seen a rapid uptake with 700+ customers using it to make customization of Jira Service Desk server possible. Use the app to add your branding and layout to all customer facing pages, add quick links to useful content, extend the search capability and improve the overall look and feel. Now with the new release you can add structure using sites and categories to scale your support service. You can customize the footer, you can add permissions across different customer facing pages and content sections, and make use of new modules.
Add Structure with Sites and Categories
It is now possible to add additional customer facing landing pages as parent landing pages to your customer portals. You can add a theme, customized layout, and quick links to each landing page. We call the landing pages sites, and within a site, you can also organize customer portals into categories.
By default your RefinedThemed Jira Service Desk will have one Global Site (Help Center) with the customer portals listed under that. It is up to the admins to add further sites and/or categories to organize portals into.
Here are a few different examples of ways you can set up the structure of your Service Desks directly from the Site Builder.
This structure is similar to how your Site Builder would look out-of-the-box. The existing Jira Service Desk Projects are placed automatically in the Help Center (Global Site). This is also a common structure to use if you’re running quite a small instance with few Jira Service Desk projects. The customer portals are labelled with blue dots.
Internal and External Structure
If you want to separate the public facing Jira Service Desks from the private, this is a great time to make use of Sites. With this structure you can also choose to use the default Jira Service Desk look on the global site while theming the other sites to engage your customers. In this example, we have not made use of categories and organized the customer portals directly onto the sites.
Structure for Scale
Sites and Categories will be a great way for Enterprise size instances of Jira Service Desk to achieve structure and organization. Below you can see an example of how to organize a long list of customer portals into categories and sites. Each category and site can also act as a landing page. You can then of course direct your customers straight to the relevant site. E.g., Direct the German customers straight to the German Office Support Site. The categories are marked with pink lines.
Those of you familiar with the app will notice a change in the configuration section. We have done a bit of re-arranging to make organizing a support site and editing customer portals easier. Now almost everything is configured in the Site Builder. From the Site Builder, admins can create sites and categories and organize customer portals into these like you see above in the structure examples. The admin can also add themes to the relevant portals, categories and sites. It’s still possible to theme some customer portals and not others. Editing the layout and look of the customer portals, category homes and site homes is still done from the page context (rather than from the site builder).
View Permissions on Sites and Categories
Previously we added view permissions to content sections in the layout editor. With this new release we have extended view permissions so that now you can apply them to a site and/or a category excluding the global site/help center. This means that if you want some users to be directed to specified service desks, this is now possible. An example of this could be if you have a user grouped as a jira-it group where the IT support center is relevant to them but no others are, you can apply view permissions to the IT Support Site so it will only show for the jira-it group. Keep in mind, view permissions do not override the Service Desk permissions. These still need to be configured in Jira.
You can now edit the content in the RefinedTheme for Jira Service Desk footer. The footer can be edited on a Site level. Simple visit the site home you wish to have a customized footer and edit the footer using the layout editor pen.
New and improved Modules
Modules can be used in a range of ways to help display useful content in a visual way. We introduced a few new modules including Rich Text Editor and Navigation Image. The navigation image works like the navigation icon but with an image uploaded or from the web. The Rich text editor simply adds a section with text to a customer portal, category home or site home.
We also created a module to work with the category structure called Service Desks and Categories which will display service desks like before, and now if categories exist, will also display categories as quick navigation links.
Some other small but handy improvements include the following:
- The size of icons in modules can now be smaller than “small, medium, large”.
- You can cap the number of knowledge base articles fetched when using the Search Highlight module (using custom settings). The search will look for results within its context. E.g., if you put a search highlight on a Site, it will search the entire site. Or if you want to search within a customer portal, you can add the search to that portal.