JIRA Service Desk 1.0 Documentation
Documentation for JIRA Service Desk 1.0.
Documentation for [JIRA Service Desk OnDemand] and [other versions of JIRA Service Desk] is available too. 
JIRA Service Desk 1.0 Features
JIRA Service Desk is a JIRA add-on that can turn JIRA into a fully-featured service desk for IT teams. Out of the box features include request forms designed for the most common types of IT requests and workflows, as well as JQL-based reports for tracking your team's progress. Read on for details about the features provided in JIRA Service Desk:
Design an intuitive Customer Portal
- Easily modify pre-designed Customer Portal request forms by adding your own request type or deleting ones your team doesn't need
- Retain the JIRA terminology that your service desk team members use behind the scenes while making customer-facing text as simple as you want
- Add icons and friendly hint text to help guide users as they submit their requests
- Easily set up Customer Portals for your existing JIRA projects - no need to start from scratch or migrate projects
Set SLA goals for the metrics that matter
- Use the intutive SLA designer to easily configure SLA definitions for your business - no matter how sophisticated
- A powerful rules engine automatically applies relevant SLA target on each new request
- Clear countdown and color codes for each request ensure your IT teams keep priorities front of mind
Create custom queues for your team
- Use powerful JQL statements to set up queues for your team: set up queues based on priority, issue type, assignee, anything you want!
- Automate triaging by organizing the order issues appear within a queue through the structure of your JQL statement
Track your team performance in real-time
- Immediately begin tracking some of the most common metrics for IT teams with out of the box reports, such as time to first response or time to resolution
- Easily generate your own custom reports on any criteria, like the number of issues and the time taken to work on them
- Slice and dice your data with the quick and easy Basic JIRA filtering or the advanced power of JQL
- Share reports with your team so they can also track progress
Use the power of Confluence to help users solve problems themselves
- Connect your service desk to a knowledge base in Confluence so help pages are automatically suggested for customers as they begin to create their request. Customers can also conduct their own search for solutions without ever leaving the Customer Portal.
- Make it easy for your team to share knowledge with your whole business by creating knowledge base articles based on service desk requests
- Take advantage of Confluence Knowledge Base blueprints to build a knowledge base for a new service desk project full of helpful how-to and troubleshooting topics
JIRA Service Desk Point Releases
1.0.3
This was the first point release after 1.0. It contains a number of bug fixes.
Overview
Content Tools
Apps
Log a request with our support team.
Raise an issue for our developers.
See answers from the community.
Tweet, blog and update our documentation.
Except where otherwise noted, content in this space is licensed under a Creative Commons Attribution 2.5 Australia License.