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New to Jira Service Management? 🌟➡️ Start here! ⬅️🌟

36 comments

Varun
Contributor
February 20, 2025

Hello,

I am new here

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Brita Moorus
Rising Star
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
February 22, 2025

Hi! I am not a newbie in the Jira Service Management but happy to be in the community and learn new things đźš€đź‘‹

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Paul _Addonix_
Atlassian Partner
February 23, 2025

Hello, community! I’m currently working on improvements and enhancements for JSM. Excited to contribute and collaborate with all of you! Let’s make it better together! 🚀

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Laura Pellizzari
Contributor
March 28, 2025

Hi everybody, I am from Italy. Just stepping into Jira Service management. thanks

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Brita Moorus
Rising Star
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
May 2, 2025

Hi, everyone!

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AS
Rising Star
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
June 14, 2025

I am new to JSM

 

I am wondering the fundamental difference between JIRA and JSM? So, for I understood, JSM helps with various integrations. Can anyone help me to know if I got it right and help me to understand the major difference.

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AS
Rising Star
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June 14, 2025

I am New to JSM.

 

I am still getting my head around to find the major difference between Jira , JSM, Jira Work Managment etc.

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AS
Rising Star
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
June 15, 2025

Hello!! I am JSM Newbie here

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asadiq
Rising Star
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
June 25, 2025

I am new in here, looking forward to learn more about JSM.

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asadiq
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
June 25, 2025

Hello Everyone!!

 

I am new here! Looking forward to learn about JSM and improve my knowledge.

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Ken Rose July 8, 2025

Zendesk to Jira Service Management

Hello, Atlassian Community!

I’m the Director of Product Management at my company and have been a long-time fan of Atlassian tools. We first implemented JIRA six years ago, and it’s been a core part of our product and bug management process ever since. We also adopted Bitbucket around the same time, though that’s less in my day-to-day.

More recently, I took on responsibility for our Support team, which had been using Zendesk for over a decade. With an eye toward consolidation and deeper integration, I spent the last six months running a proof of concept for Jira Service Management (JSM) alongside a Zendesk sunset plan. We went live with JSM a few weeks ago and it's all going well so far!

The shift from Zendesk Professional to JSM definitely introduced some configuration complexity, but my experience with Jira gave me confidence in the platform. The team is settling in well, and I’m excited about what’s next, particularly around refining our setup and connecting JSM to our own platforms (iDashboards and the Data Hub) through the API.

Below are some highlights and screenshots of the transition. I’d be happy to share more details or lessons learned - just ask!

Zendesk Retirement

âś…Transition from the ZD phone number

âś…Transition to a new Knowledge Base (migrate ~400 articles)

âś…Export all ZD history: Users (197k), Organizations (36k), Tickets (40k), Comments (266k)

âś…Import all ZD history into iDashboards and their Data Hub

âś…Use the Zendesk 3-month "Pause" (and disable some features that remained active)

âś…Migrate ~25 live tickets for seamless transition

JSM Setup

âś…Customize the default workflow and ticket layout

âś…Create new automation rules and refine existing 

âś…Configure everything related to email & portal 

 

My own JSM diagram

JSM Workflow.jpg

 

JSM Automation, which will likely evolve. 

JSM Automation.png

 

This ETL job takes the raw JSON data from Zendesk and publishes it into database tables.

ETL_zd1.png

 

This ETL job is one example of using the JSON parser to take a single column of JSON data and break that into the fields and sub fields.

ETL_zd2c.png

 

This ETL job takes the User table and cleans up this very messy data. 

ETL_zd3b.png

 

This ETL job helped me generate lists of segmented user emails. This will first be used for a "Zendesk to JSM" notification campaign.  

ETL_mkt.png

 

Using iDashboards, these forms offer a few ways to access 10+ years of legacy Zendesk data.

zd iDashboards.png

 

- Ken Rose

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