Getting Started with JIRA Service Desk

JIRA Service Desk puts the power of JIRA into the hands of your service desk team through an intuitive, user-friendly experience:

• Service desk managers use the service desk interface in JIRA to customize a service desk for a given project. Service desk managers are users with administrative rights in the JIRA project, which allows them to configure the service desk, use the report tools in the service desk, create SLAs for measuring progress, and connect a Confluence knowledge base to the service desk.
• Service team members use the service desk interface in JIRA to view their queues, reports generated by the service desk manager, and the SLA metrics they're working against. When service desk team members begin working on a customer request, they update and log information on the request using the standard JIRA issue view. This gives them access to all the JIRA features they're accustomed to using for managing issues.
• Customers use a clean, simple Customer Portal to log their requests; they aren't required to see the service desk tools used by the service desk managers or team members. As their request is being worked on, they receive email updates on the status. They can also use the Customer Portal to see a list of all their requests (current or completed).