Jira Service Desk – A Brief Introduction



Jira Service Desk is a true service desk management tool that helps any team present their services to internal and external customers. More than just a help desk, it is rapidly deployable, customizable, and scalable. This service management software is used across a broad variety of teams and applied use cases, including IT, operations, finance, security, and HR. Jira Service Desk provides a central place for employees or customers to ask for help, to report incidents, or to request for new services. It also integrates seamlessly with Atlassian core applications and thousands of established third-party apps.

Jira Service Desk is designed specifically for end-users to invoke work or services from another team. These dynamics exist for all teams, which is why the Jira Service Desk has been Atlassian’s fastest-growing core product.

What is Jira Service Desk?

Jira Service Desk puts together a customer-friendly interface for requesting work (or self-resolving work), along with a powerful and scalable Agile service desk engine that fits your team’s unique needs.

Jira Service Desk’s architecture is near similar to Jira Software but has capabilities like a customer Portal, SLA support, customizable queues, automation rules, and real-time reporting.

Jira Service Desk Features for Better Customer Support

A Clean and Intuitive Customer Portal

The Customer Portal is designed to help customers to find and request services easily, and to be presented helpful alternatives to save agent bandwidth for more complex/urgent issues.

The Portal is ‘Google-esque’… meant for ease-of-use. It can be branded to a team’s or company’s liking.

Supporting Teams add their own request types. Request types can be organized into groups to help customers to find request type they need in portal.

Smart Search helps present related request types and knowledgebase articles as the Customer types.

Add custom fields in the request types and decide which of those fields are displayed to the customer on your Customer portal.

Make fields required or optional in the customer form by assigning pre-set values

Have full control of forms and language to give your customers offerings that make sense to them. They will love you for it.

Powerful Queues

For the Support Team, queues are where requests are organized & prioritized as each agent see’s fit to provide the best service.

Project admins can create new queues for Agents, depending on custom fields or SLAs. Queues are essentially filters, from which, you can organize the work by Issue type, Status, or really any quantifiable criteria by your team

Agents can view all the Queues in a project, so everyone is kept up-to-date with the latest requests

Receive Requests By Emails

Customers can alternatively submit their requests through email. The emailed request is then added in your queues with the ticket description holding the full body of the text. Once the request has been received, the customer will be informed with the status through automatic email notifications.

Service Level Agreements (SLA)

Setting service level goals for the team has two purposes. It sets performance goals and a baseline for your team to measure itself. It also provides a standard for your customers to know when work will be done (without bothering you!)

You can create an SLA for specific types of requests that you want to track metrics on Time-to-Resolve.

You can fully customize SLA start-pause-stop criteria on conditions or actions of your choosing. You can also set it to your calendar/availability based upon your office timings and holidays.

Once the SLAs are set for the projects, Agents can plan their task that to be resolved first and in the timeframe in which they should be resolved.

Automation Rules

Jira Service Desk allows you to automate common tasks or decisions that required manual interventions. This can be done without using any coding or additional resources.

Automation uses simple logic when/if/then to trigger actions based on the requirement that you choose.

Jira Service Desk comes with some default rules which you can use to setup automation, such as re-opening an issue when a customer comments, closing a resolved issue if the customer has not responded in 72hrs or email request triggers. Near endless possibilities.

Real-Time Reports

Real-time Reporting enables you to track your team’s performance and to better understand and manage your team’s workload

Jira Service Desk comes with some built-in reports like Created vs Resolved, Time to Resolution, SLAs Met vs Breached, Knowledgebase efficacy metrics, and more.

You can also create Custom Reports and get complete visibility on what is going well and what requires to be enhanced.


Jira Service Desk features listed here are the most important capabilities that ensure a better customer experience. In the end, a Jira Service Desk is all about providing efficiency to your internal or external customers with solutions to their requests.

Janaki Rachakonda

Janaki Rachakonda

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