JIRA Service Desk: Features & Functions
What are the features and functions of JIRA Service Desk?
Besides the customer portal, it also accepts issues through email. You can configure an email address to each service desk you make (you can make unlimited service desk projects). Emails are parsed into issues, and agent replies are kept in a single thread. Customers can run issues either through email, or through the portal, or a combination of both if they like.
JIRA Service Desk is priced per agent, and an agent is anyone who receives and responds to the incoming tickets. Customers are free and unlimited. You can make an unlimited number of help desk projects. You're only accountable for the number of agents you have in your system.
Here are a few resources to help get you familiar with what JIRA Service Desk can do for your team.
- Our Getting started with JSD page has some great general info, as well as links specific for Agents and Admins.
- Also, refer to our JIRA Service Desk Product Page which also includes a brief demo video on JIRA Service Desk.
- And here is a deeper dive into several JSD features like ITIL, Automation, and how it works with the larger JIRA platform.