JIRA Service Desk 2.2 Release Notes
Let customers participate in each other's requests
Prior to this version, customers could not see other people's requests and requests were only between the reporter and agents.
Starting from this version, agents can bring other customers into a request and let multiple customers take part in the conversation.
Agents will see a new field called Request participants on the issue, and can add anyone who's a customer of the service desk to the request. Participants will receive an email notification after they are given access to a request.
An updated Customer Portal
Branding the Customer Portal
By default, the header of the Customer Portal displays Help Center. You can customize it by giving it your own name and uploading a logo. The header will automatically adjust to use a color scheme that matches your logo.
Search box on the landing page
A search box has been added to the landing page to improve information retrievability of the portal and appears if you've connected Confluence with any service desk. Your customers can now easily search for anything they need to find out across all the spaces of Confluence. If multiple Confluence servers are connected to service desks, only the primary one will be used by the search box on the landing page.
JIRA Service Desk 2.2 is compatible with JIRA 6.3.8 or later. You'll need to upgrade JIRA to 6.3.8 or later before updating JIRA Service Desk to version 2.2.
The Request participants field is a new custom field that will automatically get added to the screens of all existing service desk projects after you upgrade to version 2.2. (Note: It will be about 1 to 3 hours for this to complete. We decided to go with this approach instead of updating the screens along with the upgrade because it shortens the site downtime, especially for sites with a large amount of data.)