Get started

This section covers the practical setup from start to finish. By the end, you will have the app installed, switched on for a project, suggestions showing to agents and (if you choose) to customers, and your first coverage read in hand.

It is quick. Five minutes now and you are done.

What is in this section?

The pages follow a natural sequence.

Requirements before you begin The short list of what you need. Mostly a check that you are an admin and that your portal has a knowledge base.

Installing Second Chance Installing the app from the Atlassian Marketplace. One click, no configuration.

Enable a project Turning the app on for a Jira Service Management project and confirming the panel appears on a request.

Show suggestions to customers Switching on the portal panel so customers see matching articles on their own request, and choosing how confidence is shown.

Read your coverage Running Analyze recent requests and understanding what the number is telling you.

How matches are scored The exact formula behind every suggestion: the signals, the points, and the bands. No black box.

Feedback from agents and customers How both sides of the desk tell you whether a suggestion helped, and where those ratings show up for your admins.

Work through these in order

Each page assumes you have done the one before it. If you only have a minute, do Requirements and Installing now and come back for the rest.

Where to next

Start with Requirements before you begin.