Jira Service Desk: Configuring JSD for Various Use Cases

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How can I use Jira Service Desk out of the box to meet my use case?




While Jira Service Desk was originally designed as a support platform for internal IT teams, you are not limited from using Jira Service Desk for many other support needs. Changes to the product allow it to function for a wide array of support teams from internal (IT, HR, Legal...) to external support teams as well, especially Business-to-Business (B2B) support as opposed to Business-to-Customer (B2C). Our feature pages illustrate how Jira Service Desk is flexible enough to meet a variety of needs:

Jira Service Desk roles in a variety of use cases:

If you're not aware, Jira Service Desk is licensed based on agents (users able to edit/work on requests) while customers (users submitting requests) are free. You can also think of the roles in this way:

  • Agents are any user who is self-assigning, transitioning Jira Service Desk issues, and responding to customers.
  • Customers are any users who are only submitting requests to your service desk project. These can be internal users, external customers or external clients or partners. 

Options for managing customers:

You can manage customers through Active Directory or LDAP with Jira Service Desk Server if you already have a list of credentialed users you would like to use. A customer in Jira Service Desk is simply a Jira user who is not given any application access (see Access for Jira Service Desk Customers on managing application access in Atlassian Cloud). Please note that default group membership can sometimes inadvertently create these users as licensed Jira users, depending on the default groups you have enabled for new users. See additional detail in our article on bulk adding customers.

Flexibility in configuring Jira Service Desk:

Jira Service Desk does offer best practices guides such as problem or incident management as outlined in our best practices for IT teams using Jira Service Desk for Cloud and for Server, but you could take advantage of out of the box configuration to configure Jira Service Desk specifically for your use case. A few examples include:

  • Adding custom fields and surfacing them on your customer portal requests. For example, you may receive requests from end users whom you'd like to suggest times they are available. You can add the date field to your request types for customers to fill out, and use the Jira Issues calendar gadget to show issues with dates on a calendar on your dashboard to visually see your issues. See available dashboard gadgets and more about the Jira Calendar gadget.

  • Adding Marketplace apps for additional functionality for your use case. For example, if you wanted to If you wanted functionality beyond this, we offer Atlassian Marketplace apps that could add additional functionality. 

  • One project per customer base. Jira Service Desk also can support multiple distinct client or customer groups within one licensed instance. With a single instance of Jira Service Desk, you can create as many service desk projects as you like, each with their own customer base, customer portal, and ability to receive requests at a configured email. You can configure the portals and projects individually when it comes to SLAs, request types, workflows, automation, and more to meet the needs of that specific client. You could also group customers or clients into entities called Organizations to give customers in the same organization the ability to share requests with their Organization.

  • One project for all customers. If you wanted to accept all requests into a single Jira Service Desk project with one unified customer portal, you could add a custom field for your agents to enter a value in when working on an issue. Agents could choose the appropriate client/organization to be able to distinguish between types of tickets. You can also make this field customer-facing if you'd like the customer to select their organization when they submit the issue. You would have the option to report on custom fields that exist on the ticket, or you could use Components (tags that live within a Jira Service Desk project) or Labels (tags that span across Jira projects) to query against using Jira Query Language for reporting purposes, SLA's, queue building, and more.

If you have additional questions about configuring Jira Service Desk for your specific use case, feel free to contact our product specialist team. 

If you'd prefer to dive in with more configuration options, seeing a tailored demo of how Jira Service Desk could fit your use case, or to enlist more hands-on experience in configuring Jira Service Desk for your needs, we also have a global network of Atlassian Solution Partners that provide hands-on assistance and consultations as well as configuration and implementation assistance.

Last modified on Jun 16, 2020

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