Jira Service Desk Cloud blog posts

Find requests faster in the portal

Greetings Service Deskers, This week we improved the My Requests page in the portal. Can't remember what a request was called? No problem! Y...

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Install an add-on before 8 July? This post is for you!

Recently, we made it easier to install add-ons by automatically granting them the correct permissions for their scopes. Today we start relea...

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Change organization for multiple issues

Hello Service Deskers, Good news! You can now add multiple issues to an organization in one go. If you've just started using organizations, ...

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User management REST API changes in JIRA Cloud

Hello Service Deskers, A short note to the developers among you, to let you know that we've modified or removed a number of user management ...

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Debug automation rules using the log

Service Deskers, Here's a short update on something coming your way soon (like today or tomorrow). We added a log for investigating and trou...

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Customers can set their language in the portal

Hello Service Deskers, Sometime today or tomorrow, your customers can change their language preference in the portal. To update their profil...

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Manage your project languages and edit more issue details automatically

Hello Service Deskers, Today or shortly after, a few new changes come to your service desk: Language support settings Updated Edit issue THE...

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Change the look and feel of your customer notifications with HTML, CSS and plain text templates

Good news! Today or soon after, you can customize the look and feel of your customer notifications. Change the message's style by adjusting ...

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Group customers in organizations

Many of you have requested a way to group customers so it's easier for them to view and share each others' requests. Our team has been hard ...

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Quick search now shows search results as you type

Hello Service Deskers, A short note from us to let you know that we've added a handy dropdown to the quick search that shows you matching is...

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Customize the notifications you send to your customers

Hello Service Deskers, We're focusing on the features you want to see most. In response to a very popular feature suggestion https://jira.at...

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Agents can add announcements to the portal

By popular request, agents can now add announcements to the help center and portals. When administrators enable announcements for agents, ag...

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Put a target on your SLA reports

Quick update, We created a target line for your SLA reports. Add a target to your % met reports and you can see what days you're above or be...

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Faster knowledge base access & a new SLA metric

Hello Service Deskers,   Welcome to the new home of JIRA Service Desk Cloud release notes! Starting today, we'll post updates to Service Des...

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More transitions; fewer notifications

Hello Service Deskers!   Many of you have been eagerly watching the t https://jira.atlassian.com/browse/JSD-40icket https://jira.atlassian.c...

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Custom request type icons are here

JIRA Service Desk comes with a set of default icons that can be used for request types in a project. We've taken this a step further and giv...

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Create linked issue

Ever wanted to link an issue in a service desk project directly to an issue in a JIRA project or vice versa? Newsflash - now you can! You ca...

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Automatically triage email requests

We've included a brand new automation blueprint, which can automatically assign the correct request type to an email request. To illustrate ...

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Knowledge base reports are here!

Integrating a knowledge base with your service desk is the first step in providing a self-service resource that your customers can use to an...

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JIRA Service Desk announcements

JIRA Service Desk administrators rejoice - you asked, we listened, and you can now show announcements in the Help Center. Do you want to com...

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