Overview

If you have just landed in this documentation, this is the right place to begin. You do not need a technical background to get value from these pages.

Second Chance is a free app for Jira Service Management. It does three things, all from the knowledge base your agents can already read: it shows your agents the best article for each request, it can show your customers those same matches on the portal while they wait for a reply, and it tells your admins how much of what your users actually ask about is already covered by an article. This section explains what that means before you install anything.

What is in this section?

What is Second Chance? The short version of what the app is, who it is for, and the one idea that makes it different from the suggestions Jira shows out of the box.

What it does and does not do Scope matters. This page is deliberately honest about the boundaries, including the one promise the app refuses to make, because making it would be dishonest.

How it works A plain-language walk through the scoring, so you can trust the number on the screen. No AI, no black box.

Read them in order. They take about six minutes combined.

Where to next

When you have read the three pages above, head to Get started to install the app and turn it on for your first project.