Jira applications overview

Jira Service Desk licensing overview

The Jira family of applications (Jira Software, Jira Service Desk, Jira Core) are built on the Jira platform and can be used in any combination on the same instance. Depending upon of your setup, users can be licensed to one, all, or any combination of these applications. Read on to understand how Jira Service Desk licensing and roles affect what agents, customers, and other Jira application users can do.

Application features and project types

Each application delivers a tailored experience for its users, and has an associated project type which in turn offers application specific features. Below is a list of the project types, and their associated application specific features.

Application Project type Application specific feature set
Jira Core Business projects
  • Available to all licensed users

Jira Software

Software projects
  • Integration with development tools
  • Agile boards
  • Release hub for software versions
Jira Service Desk Service Desk projects
  • Service Level Agreements (SLAs)
  • A customizable web portal for customers
  • Permission schemes allowing customer access

All users that can log in to a Jira instance will be able to see all the projects in that instance (pending permissions), but they will only be able to see the application-specific features when they have application access. For example, a Software project is able to display information from linked development tools, such as Bitbucket and Fisheye, as well as agile boards, but this information is only viewable by a

Jira Software

 user. A Jira Core user would be able to see the Software project, but would not be able to see the Software-specific features, like agile boards or the information from linked development tools. Likewise, a

Jira Software

 user would not be able to see any Jira Service Desk application-specific features on a Service Desk project, only a basic view of the project and its issues.

  • Only a Jira administrator can create a project for an installed application. They do not need application access to create the project, but they do need application access if they'd like to view or use the project.
  • Anonymous users will have access equivalent to Jira Core users. In other words, they can view issues and work in any type of project, but they won't see application-specific features, e.g. agile boards, which are 

    Jira Software

    -specific features. To know how to allow anonymous users access to projects, see Managing anonymous or public access.


A list of the applications, their user roles, and their project's application-specific features can be found below:

By default Jira Core and Jira Software users are restricted from viewing or commenting on Jira Service Desk issues. But, they can participate on requests in the customer portal. Read more about collaborating with other Jira users on Jira Service Desk issues.

      Jira Core

Jira Software

Jira Service Desk
      Jira-Core-user Jira-Software-user Jira-ServiceDesk-agent Customers

Service Desk

Customer portal Create
Project level Create


Issue level Create
Internal comment
Comment to customer
SLA level Create
Queue level Create
Jira Service Desk gadgets View

Last modified on Mar 20, 2018

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