Jira applications overview

Installing Jira Service Desk

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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.

If you're a Jira administrator, check out more information on Licensing and application access.

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.

ApplicationProject typeApplication 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 Allowing anonymous access to your instance.

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

Jira Core
Jira Software
Jira Service Desk


Service Desk

Project levelCreate


Issue level

SLA levelCreate
Queue levelCreate
Jira Service Desk gadgetsView

Last modified on Jan 21, 2020

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