What it does
If you also use the Jira integration, both can share the same Atlassian API token — the credentials are stored and managed separately but you can enter the same values under both integrations.
Connect Confluence
1
Open Settings → Integrations → Confluence → Connect
2
Enter your Atlassian credentials
Provide your Confluence site URL (e.g. yourcompany.atlassian.net/wiki), your Atlassian account email, and an API token generated at id.atlassian.com/manage/api-tokens. Credentials are stored encrypted in the Softbooq Vault.
3
Choose the default space
Select the Confluence space where your IT knowledge base articles live. This is the default search scope when agents look up articles from a ticket.
4
Test the connection
The setup screen fetches a preview of the first few pages from your selected space. If they appear, the connection is working.
Searching KB articles from a ticket
1
Open a ticket in IT & Helpdesk
2
Click the Knowledge Base tab in the right panel
3
Type a search query
Results are pulled from Confluence’s full-text search, scoped to the space selected at setup. Related results based on the ticket subject are shown automatically.
4
Preview an article
Click any result title to render the article content inline. Copy a relevant section or click Open in Confluence for the full page.
5
Link the article to the ticket (optional)
Click Link article to permanently associate it with the ticket. Linked articles appear on the ticket timeline and can be shown to the requesting employee via the client portal if you choose to share them.
Pushing a resolved ticket to Confluence
When a ticket is resolved and the solution is not yet documented, agents can create a Confluence draft from the resolution notes:1
Open the resolved ticket
2
Click Save to Knowledge Base
3
Review the draft
Softbooq pre-fills the article title from the ticket subject and the body from the resolution notes and key steps. Edit the content as needed before publishing.
4
Choose the target space and parent page
Select where the article should live in Confluence. The default is the space configured at setup.
5
Publish
The article is created in Confluence. A link back to the originating ticket is embedded in the article footer for traceability.
Save to Knowledge Base is only available on resolved tickets and is restricted to users with the IT Admin or IT Agent role in Softbooq.
Troubleshooting
Article search returns no results
Article search returns no results
Confirm the connected space has published pages and that the API token has read access to it. In Confluence, space permissions are configured under Space Settings → Permissions. The Atlassian account whose token you used must have at least View permission on the space.
The Save to Knowledge Base action is not visible on the ticket
The Save to Knowledge Base action is not visible on the ticket
The action only appears on tickets with a Resolved status. It is also restricted to the IT Admin and IT Agent roles.
Publishing to Confluence fails with 403 Forbidden
Publishing to Confluence fails with 403 Forbidden
The API token account does not have Create Page permission in the target space. Update the space permissions in Confluence to include Create under that account, then retry the push.
Articles from a different Confluence space are appearing in search results
Articles from a different Confluence space are appearing in search results
The search scope is limited to the space configured at setup. If results from other spaces are appearing, check that the correct space key is set under Settings → Integrations → Confluence → Default space.
See also
IT & Helpdesk
Where Confluence search and the Save to Knowledge Base action live.
Project Tools
Jira integration for the same Atlassian ecosystem, covering task and issue sync.
Files
Central document storage for files that do not belong in a knowledge base article.