List of Service Desk Customizations from Atlassian Support

Part of the power of Atlassian tools is the ability to customize them to fit specific needs. As such, some of the functionality available on is not yet available in JIRA Service Desk. The following are the list of customizations with some discussion of how we have achieved them.

CustomizationHow Atlassian implemented itRelated Discussions
Main landing page differs from Help Center:

We added a custom add-on that overrides the /customer/home URL and redirects to a different template.

The HTML page uses design elements from the main Service Desk portal, and simply adds links to the project page (ie the Service Desk portal).

Feature request:

JSD-1030 - Getting issue details... STATUS


Atlassian Answers:

Workflow actions like 'escalate' and 'freeze' are available from the issue view. TBD

Feature request:

JSD-40 - Getting issue details... STATUS


Search results during issue creation are pulled in from different knowledge base sources.

We built a custom plugin that uses Google CSE to amalgamate search results from our various different Atlassian services (documentation, knowledge base, Atlassian Answers, JIRA).

Feature Request:

JSD-143 - Getting issue details... STATUS


How does work behind the scenes?

We've got several pages and past Atlassian Summit presentations describing how Atlassian Support does our job, including knowledge management and ticket management. Here's a collection of resources to learn more:

Knowledge Management
Ticket Management

Got Questions?

We'll be watching and discussing over on Atlassian Answers. Please open up a question with the labels 'sac' and 'jira-service-desk'. 


Last modified on Jun 2, 2015

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