A practical guide to Confluence knowledge integration in 2026

Your team's Confluence is probably a goldmine. It holds everything from project plans and technical documentation to troubleshooting guides and company policies. It’s the brain of your organization, carefully built one page at a time. This valuable knowledge is a centralized hub for your business.

Getting that information out of Confluence and into your daily workflows is the key to unlocking a faster, smarter support experience. It empowers your customer-facing teams and the AI tools that use it to resolve support tickets efficiently.

This guide will walk you through exactly how to do that. We'll explore the different ways to set up a Confluence knowledge integration, breaking down the pros, considerations, and costs of each method so you can make the right call for your team.

What is Confluence knowledge integration?

Simply put, Confluence knowledge integration is all about connecting your Confluence workspace to other apps your business relies on, like your help desk or an AI chatbot. The goal is to let these external tools search and pull information from your Confluence pages to give instant, accurate answers to customer or employee questions.

When you nail it, the payoff is pretty big. You can expect to see:

• Fewer support tickets: Customers and employees can solve their own problems through better self-service portals and bots.

• Quicker resolutions: Agents can find the exact info they need right within their help desk: no more juggling a dozen tabs.

• More consistent answers: Everyone is pulling information from the same up-to-date source of truth.

• Smarter AI: You’re giving AI support agents the fuel they need to actually be helpful, turning them from generic bots into real experts on your business.

Method 1: Native Confluence knowledge integration with Jira Service Management (JSM)

If you're already using Atlassian products, their built-in solution is a strong and reliable choice. The Jira Service Management integration is designed to link their two main products, letting JSM use a Confluence space as its knowledge base. It's a mature and reliable setup for teams living within the Atlassian ecosystem.

How the native integration works

The setup is fairly straightforward: you link a JSM project to a specific Confluence space. Once they’re connected, customers who are typing out a ticket in your service portal will automatically see suggested articles. This can head off common questions before they’re even submitted.

For your agents, the integration lets them search the knowledge base right from the ticket they're working on. They can find and share articles with customers or even create new "how-to" guides from a ticket, which helps fill in knowledge gaps as they pop up.

Planning your setup: Key considerations

While the native integration is a powerful tool, there are a few considerations to keep in mind to ensure it matches your specific needs.

First, there is the ecosystem focus. This approach is specifically optimized for teams whose support operation is built on Atlassian. If you use other help desks like Zendesk, Freshdesk, or Intercom, you may want to look at complementary connectors to bridge the gap.

Second, you should consider scaling with tiered plans. While customers can view articles for free, agents who need to create or edit them require a Confluence license. Jira offers tiered plans to match different team sizes, ensuring you have the right features as you grow.

Finally, the native integration is highly specialized for Confluence. It provides a dedicated connection to your official documentation. If your team also relies on sources like Google Docs, Notion, or past ticket conversations, you might consider adding a complementary tool to bring those additional sources into your knowledge base.

Confluence pricing

To use the native integration, you’ll need active subscriptions for both Jira Service Management and Confluence. The costs for Confluence are structured to scale with your team.

	Free	Standard	Premium	Enterprise
Price (per user/mo)	$0	$5.42	$10.44	Contact Sales
User Limit	10 users	150,000 users	150,000 users	150,000 users
Storage	2 GB	250 GB	Unlimited	Unlimited
Key Features	Pages, Spaces, Templates	Everything in Free + Rovo AI, Advanced Permissions, Guest Access	Everything in Standard + Unlimited Whiteboards, Admin Controls, Analytics	Everything in Premium + Atlassian Analytics, Advanced Security, Multiple Sites
Support	Community	9/5 Regional	24/7 Premium	24/7 Enterprise

Method 2: Building a custom API integration

The second option is the "build-it-yourself" route. This is for teams with deep technical skills and a sizable budget who want complete control. It usually involves using Confluence's API and a cloud platform like AWS Bedrock to create a custom pipeline that feeds Confluence content into your support tools.

Who this custom integration is for (and who it isn't)

This is a significant engineering project. It requires developers to handle authentication, write scripts to crawl and index your Confluence spaces, and build a system to keep all the data in sync. You're building a customized search engine for your specific needs.

This path is typically for large enterprises with very specific security requirements or complex, proprietary workflows. If you have a dedicated platform engineering team, it might be a viable option for total customization.

The major considerations of a custom integration

For many teams, the custom approach involves an investment of time and resources. The desire for total control must be balanced against the project's scope.

It is an intensive and technical option. You are investing in months of developer effort for the initial build, plus ongoing maintenance to keep up with API updates.

It also takes time to show results. A custom integration can take months to design, build, test, and deploy. During this period, your team will continue to operate with your existing knowledge workflows.

You might also encounter technical nuances. For example, some custom connectors are still in preview and may not yet support content like tables or images. Custom solutions can also require significant optimization to ensure data sync times are as fast as possible for your support environment.

Method 3: Third-party AI connectors

This brings us to a modern solution that complements your existing Jira setup. Third-party connectors are specialized platforms built to unify your knowledge and make it available to your support tools and AI agents.

This is where a platform like eesel AI comes in. It’s designed as a complementary tool to work alongside your Jira ecosystem, filling specific gaps and enhancing your automation capabilities.

Go live in minutes, not months

A key advantage is the speed of implementation. While other methods involve longer-term engineering projects, eesel AI allows you to achieve a powerful Confluence knowledge integration quickly.

It’s a self-serve platform that fits right into your workflow. You can sign up, connect your help desk, link your Confluence space, and have an AI agent ready to go. This straightforward setup helps you start seeing the benefits of your integrated knowledge almost immediately.

Unify all your knowledge, not just one source

eesel AI is built to connect everything, working as a bridge for your documentation.

It doesn’t just stop at Confluence. eesel AI can learn from:

• Your past help desk tickets from various platforms, helping it understand how your team solves problems.

• Other company wikis like Google Docs, Notion, and SharePoint.

• Public sources like your help center, company website, and FAQs.

This creates a unified brain for your AI that has the complete picture of your business, resulting in accurate and helpful answers for your customers and agents.

Test with confidence and stay in control

eesel AI’s simulation mode allows you to test your setup before it goes live. You can see how your AI agent would have responded to historical tickets in a safe environment. This gives you resolution forecasts and lets you validate your approach before turning it on for customers.

Once you’re live, you remain in control. With selective automation, you decide which questions the AI handles and when to escalate to a human agent. This ensures a smooth rollout and lets you scale your automation confidently.

Which Confluence knowledge integration method is right for you?

The right path depends on your team's tools, resources, and goals. Here’s a quick summary:

Feature	Native JSM Integration	Custom API Integration	Third-Party Connector (eesel AI)
Setup Time	Hours to Days	Months	Minutes
Cost	Jira Tiered Pricing	High Investment	Affordable Subscription
Knowledge Sources	Confluence Optimized	Custom Development	All Sources (No Code)
Flexibility	High (Unified Atlassian)	High (But Technical)	High (Works with any help desk)
Best For	Teams wanting a mature, integrated experience	Enterprises with huge teams	Most teams seeking flexibility

• Choose the native JSM integration if: You are invested in the Atlassian ecosystem and want a seamless, reliable connection between Confluence and JSM.

• Choose a custom API integration if: You have a dedicated engineering team and very specific, complex requirements that demand a fully customized build.

• Choose a third-party connector like eesel AI if: You want a powerful, flexible solution that complements your Jira setup and brings together all your knowledge sources quickly.

Unlock your knowledge today

A Confluence knowledge integration is a valuable step for building an efficient, scalable support operation. Your Confluence workspace is one of your company's most impressive assets, and it works best when it's accessible exactly where it's needed.

Jira and Confluence offer a mature, trusted platform that powers thousands of successful companies. By choosing the right integration method, whether native or through a complementary connector, you can put your collective knowledge to work.

Ready to connect Confluence to your support workflow? eesel AI unifies your knowledge sources and integrates with the tools you already use. Try it free today.