How do I provide feedback to Knowledge Connector Closed EAP? | Community
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How do I provide feedback to Knowledge Connector Closed EAP?

  • August 1, 2025
  • 10 replies
  • 0 views
Tetiana12

 We warmly invite you to share any type of feedback with us, whether it relates to functionality or bug reports. Please use only this community topic to provide your feedback, as Closed EAP - Confluence connector is a closed Early Access Program (EAP) that requires an invitation.

 

Please note that this is an EAP feature, so some bugs might be present. When describing a bug, please include steps to replicate the problem you are experiencing. This will help us identify and resolve issues more efficiently.

    10 replies

    Mistyamber12

    Hello!

     

    I joined the EAP and am having an issue.  I cannot see my Confluence spaces I'd like to connect in the drop down and I cannot search for them.  How can I get the correct spaces connected?  Additionally, I am unable to see the help articles for the EAP.  I get a message that I don't have access to them.  Thank you!

    Tetiana12
    • Tetiana12
    • Author
    • August 26, 2025

    Hi @mistyamber12 ! Thank you for the message! Could you see the post about the functionality Using Confluence as an external knowledge source for help center search? We use Community for Closed EAP documentation. 

    Tessa11
    • Tessa11
    • August 27, 2025

    Hi - I am trying to connect to our Confluence Help Center, but I keep getting a sync failed error. Can someone help troubleshoot? TY!

    Kin
    • Kin
    • August 28, 2025
    Hi Tessa, may I clarify with you if you have checked your email for an update regarding your ticket raised on this? Thanks
    Tessa11
    • Tessa11
    • August 28, 2025

    Yes, and they said I needed to reach out to this forum for help

    Tetiana12
    • Tetiana12
    • Author
    • August 29, 2025

    @tessa11 Thank you for reporting the issue! I found your ticket. The engineering team will look at the issue and we might reach out to you for the additional information. 

    Tetiana12
    • Tetiana12
    • Author
    • September 1, 2025

    @tessa11 we've deployed the fix. Please check if it is working. 

    G
    • Georgian
    • September 5, 2025

    Hey @tetiana12 created the connection with Confluence on our environment based on the steps from the email and KB articles, but it's syncing for more than 1h, and no feedback is provided in the UI. 

    Here is what I see currently: 

    • Created: 1 hour ago
    • Connected by: Georgian Furtuna
    • Items: 0
    • Status: Syncing

    I only selected one space within Confluence, and I have Admin permissions on both Zendesk and Atlassian.

    I would be great if the connection times out, to give some UI feedback.

     

    ======

     

    UPDATE: 08 SEPT 2025, the sync was finished, and it took 155 docs from a single space.

     

     

    G
    • Georgian
    • September 8, 2025

    After sync, I can see that I have 155 articles within a Confluence space, which the AI Bot picked up and recommended.
    Now, a few points of feedback:
    1. Within the KB, I don't see a list of articles that have been synced; I see only the total number. 

    It would be nice if a list were included - for reference

    2. After performing some tests within the Agents View in Zendesk, the Confluence doc will not appear when searching; it will take the client-facing docs as default. After clearing the filters, the Confluence document will also appear.

    Tetiana12
    • Tetiana12
    • Author
    • September 15, 2025

    Hi @georgian ! Thank you for the feedback! You can update default filters to include external sources, please check Configuring default search filters for knowledge in the context panel . 

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