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Connect Confluence and the agent works from the runbooks and how-tos your team already keeps there. On every ticket, the agent’s internal note links back to the Confluence page behind each claim, so your technicians can check the source in one click.
Confluence is configured in MSP Settings → Integrations.

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What it’s for

Confluence content is shared across all your clients: your team’s institutional knowledge, not per-customer documentation. Pick the spaces you want the agent to read, and every client’s tickets can draw on them. For per-customer documentation (client-specific runbooks, passwords, asset records), connect Hudu or IT Glue. Those tools store one workspace per client, and the agent stays scoped to whichever client the ticket belongs to.

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How to connect

1

Generate an API token

Sign in to Atlassian at id.atlassian.com/manage-profile/security/api-tokens and click Create API token. Give it a recognizable label (e.g. Rallied Integration) and copy the token. It’s shown only once. Both classic and scoped tokens work.
2

Open MSP Integrations

In Rallied, go to MSP Settings → Integrations.
3

Connect Confluence

Find the Confluence card and click Connect. A credentials form appears.
4

Enter your credentials

Fill in:
  • Site name — the subdomain before .atlassian.net. If your Confluence URL is mycompany.atlassian.net, enter mycompany.
  • Atlassian account email — the email of the account that owns the API token.
  • API token — the token you generated above.
  • Space keys — a comma-separated list of the space keys you want the agent to read (for example, ENG,DOCS,KB). Only these spaces are used.
5

Save and confirm

Click Save. Rallied validates the credentials, pulls in your pages, and the card shows Connected when it’s ready. Pages with read restrictions are skipped automatically.
Only include the spaces you actually want the agent using. If your Confluence has a mix of engineering runbooks, HR policies, and marketing wikis, list just the operational spaces.

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What your technicians see

Every internal note the agent posts on a ticket includes clickable citations back to the exact Confluence page(s) it used. Technicians open the note, see the plan, and click straight through to the source. Outdated runbooks get spotted (and fixed) fast. Confluence pages aren’t tagged by client. They’re treated as MSP-wide knowledge that applies to every ticket.

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Which pages are used

  • Pages in the spaces you listed.
  • PDF attachments on those pages — vendor guides and RFPs your team keeps attached to Confluence pages are used the same as the page text.
  • Pages you haven’t restricted — anything your API-token user can read.
Skipped: pages with read restrictions the API-token user doesn’t satisfy, spaces you didn’t list, and archived spaces.

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Keeping content fresh

Rallied refreshes on a schedule and picks up new pages, edits, and deletions automatically. If you’ve just made a big batch of edits, click Sync now on MSP Settings → Integrations → Confluence to pull them in immediately.

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Editing what’s included

Open MSP Settings → Integrations → Confluence to change the list of spaces or rotate the API token. Removing a space drops its pages on the next refresh.

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Disconnecting

Click Disconnect on the Confluence detail page. Confluence stops being used within a few minutes, and citations to it stop appearing on new tickets.

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See also

  • Documentation — how the agent uses all your connected documentation sources together
  • Hudu — per-client IT documentation, passwords, and procedures
  • IT Glue — per-client documentation, configurations, and passwords