Jira service desk makes a win-win situation by making life simpler for user’s team and its customers. In contrast with regular issue resolution center, service desk’s response is based upon FIFO phenomenon (first come, first served) rather than priorities. It helps in easy understanding and resolution of issues. The solution caters to range of customers which can include large organizations as well as small scale businesses.

In order to manage service request/issues in Jira service desk, a user need to be a licensed user. A user can invite unlimited customers to raise the request. The customers need not require to be a licensed user. Administrator/Agent (licensed user) can access and work on the requests/issues raised by the customers.

Customer can submit their request through the e-mail or customer portal. The request then becomes an issue on which the agent starts working on.

How service desk works?

  1. User’s customer submits a request through a portal or via email
  2. A service desk agent responds the request in their JIRA Service Desk queue and validates the issue
  3. User’s customer and other participants use the portal or email to discuss about request with service desk agent
  4. User’s agent completes the request by resolving customer issues

Create a Service desk Project

  • Select Project > Create project from project menu
  • Name the project and fill the mandatory information and click on submit.
Create a Service Desk Project
Figure 1: Create a Service Desk Project


Add Request Types

  • Request type is used for defining the incoming issues in order to make team members understand the issue and more efficiently help the customers
  • A user can add more than one request type in a project
  • In order to add a requests type, select Project Setting > Request types. A user can update a request type using same option
Request types setup
Figure 2: Request types setup


Setup a queue

  • By default, any new project contains only one queue,  “unassigned issues” . An admin can add any number of queues in a project
  • In order to set up a queue, select New Queue from side menu of queues and provide a name to the queue
Queue setup
Figure 3: Queue setup


Adding Agents and Customers

  • A project administrator has privileges to assign the role of agents to existing user accounts in their project
  • Customers can create request through mail or portal
  • Using Invite customer option user can invite selective customers
Invite customer
Figure 4: Invite customer 
  • Select Add an Agent option to add agents in service desk
  • As per license agreement, number of agents will be added
Add an Agent
Figure 5: Add an Agent


Setup a customer portal

  • User can customize their service desk channels, rename customer portal and add new logo in this step up
  • To set up a customer portal, a user has to select Project setting > Request type to edit or add the desired fields
  • User can set workflow status which will be displayed on the customer portal

    Configuration of Customer Portal
    Figure 6: Configuration of Customer Portal


SLA configuration

  • Configure SLA (Service Level Agreement) for better performance
  • To create a SLA metric, select Project setting > SLAs > new metric for user’s service desk project
  • User can set goals in the metric
  • User can configure calendar to define goals
SLA configuration
Figure 7: SLA configuration


Customer portal

  • Request can be created by sending an e-mail or using a customer portal
  • A customer can create a request using customer portal and can provide additional information using comments


Figure 8: Customer Portal




JIRA Service Desk is great tool to handle multiple requests at a time. The easy and descriptive user interface is what makes it easy to work with service desk. User’s team can concentrate on important issues and can deliver good results. JIRA Service Desk generates focused reports on the basis of incoming and completed requests.


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