JIRA Service Desk tracks user events for the purposes of usage analytics so that we can improve the product. This page describes our approach to collecting usage information.

Who do we collect from?

If you use JIRA Service Desk BTF (you install it from Atlassian Marketplace), you can opt-in for data collection. After you install JIRA Service Desk, you'll be shown a prompt that will allow you to opt in or out. You can change your data collection settings at any time by going to  > Add-ons > Configuration (in the JIRA Service Desk section).

If you use JIRA Service Desk OnDemand, you will not be presented with an opt-in prompt.  This is because data collection in OnDemand is already permitted and described in our Privacy Policy and End User Agreement and cannot be disabled for OnDemand.

All the data we collect (from both BTF and OnDemand instances) is subject to the terms of our Privacy Policy and our End User Agreement.

What do we collect?

JIRA Service Desk collects information regarding the type and frequency of feature usage within the product. We use these usage metrics to better understand how you use our product so that we can improve the product in future releases.

The following table gives some examples of the types of things we collect and the types of things we don't collect:

We collect	We don't collect
The number of times a request was created through the Customer Portal	The content of the request created through the Customer Portal
The number of times a report was viewed	The name or data within the report itself
The number of times a queue configuration was updated	The name, JQL or details of the issues in the queue
The hostname of the server that is running JIRA Service Desk	The name, email address, personal details of the users using JIRA Service Desk

Where does the data go?

For all customers (BTF and OnDemand) we use Google Analytics to collect and analyze the data. Data collected from JIRA Service Desk is also sent to Atlassian Analytics.