Jira Service Desk FAQ

Jira Service Desk Documentation

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What's the difference between Jira Software and Jira Service Desk?

Jira Software is purpose built specifically for software teams. Jira Software combines powerful developer tool integrations with the most important elements of agile development.

Jira Service Desk is purpose built for your IT and service teams, providing them with everything they need out of the box for incident, change and problem management.

Each Jira application (Jira Software, Jira Service Desk, Jira Core) is built on the Jira platform. The Jira platform provides a set of base functionality that is shared across all Jira applications, such as issues, workflows, search, email, and more. You can extend and modify this functionality via the integration points provided by the Jira platform, including the Jira REST APIs, webhooks, plugin modules, etc.

Who are agents in Jira Service Desk?

Agents are users who help resolve customer requests, which appear as issues in Jira Service Desk.  

Agents can:

  • Access both the customer portal and the service desk interface in Jira Service Desk
  • View the customer portal, queues, reports and SLA metrics for the service desks they have access to 
  • Access and edit issues in the service desks they are assigned to
  • Add, edit and delete customer-facing and private comments to issues
  • Manage content in the knowledge base

An agent consumes one Jira Service Desk license.

Who are customers in Jira Service Desk?

Customers are users who create requests through the customer portal or by email. Customers do not have access to the service desk project view used by Jira administrators or Jira Service Desk agents. Customers can:

  • Create, comment on, and track requests through the customer portal
  • Create and comment on requests via email
  • Add comments and attachments to requests
  • Add other participants to their own requests

Customers do not require a Jira Service Desk license or Jira user license, so you aren't limited to a certain number of customers who can create requests through your service desk.

What's agent-based pricing?

Let's define: Who's an agent and who's a customer?

An agent is anyone responding to an incoming ticket. You only pay for agent licenses, and nothing else.
With a single license of Jira Service Desk, you get unlimited customers, and can create unlimited projects. 

A customer is anyone who submits a ticket to your service desk team. They can be employees, external end users, anyone who needs help from your team. 
Customers in Jira Service Desk are always free, and always unlimited. 

What can Jira Software or Jira Core users do in Jira Service Desk if they do not have an agent license?

Jira application users without a Jira Service Desk license (e.g. Jira Software developers) can assist your team of agents on issues by working in the unlicensed view of a service desk project. 

These users can:

  • View issues, comments and attachments
  • Add and delete their own attachments
  • Add and delete their own internal comments 
  • Watch and vote for issues

These users cannot:

  • See service desk queues, reports, and customers list
  • Leave an external comment viewable by a service desk customer
  • Log work on a service desk issue
  • Transition a service desk issue
  • Be assigned to a service desk issue

Still have questions on how roles and licensing works? Read on.

Do I need Jira Software?

While coupling Jira Service Desk with Jira Software is the best way to use Jira Service Desk, it's not a deal breaker. You can use Jira Service Desk as a standalone product.

Do I need to have the same number of Jira Software and Jira Service Desk licenses?

No, you do not need to have the same number of Jira Software and Jira Service Desk licenses. You can select and pay for what you need with each product.

Does Jira Service Desk include a knowledge base?

Jira Service Desk can be integrated with Confluence's knowledge base capabilities, so agents can create, view, and share knowledge articles directly from the service desk issue they're working on. The knowledge articles your team creates help customers find solutions before raising requests in the customer portal or help center.

Add Confluence to Jira Service Desk and help your customers help themselves. KB articles are free to read through Jira Service Desk. Only pay for Confluence users who author content or articles. 

Do my customers need a Confluence license?

Jira Service Desk customers that consume knowledge base articles from the portal do not need a confluence license. Confluence licenses are only required for those who author knowledge base articles, such as agents and administrators.

Can I extend my trial?

Server trials are 30 days by default, which you can extend up to 90 days of evaluation. If you need extra time on your Cloud 7-day free trial, give us a shout.

How can I customize my Jira Service Desk?

Jira Service Desk comes with a customizable customer-facing site called the customer portal, where your customers submit and track requests. You can also set up custom request types and brand your portal. You can even create multiple service desks for a variety of teams. Learn more here

Last modified on May 29, 2018

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