I am considering using Jira Service Desk. What is the biggest pain point?

[Diana Sartorius]

I would like to use this for more than just IT Service questions.  I would also like to build metrics of the help I am providing to users for a variety of service requests which are not IT related.  Some may be IT, but the majority will be a wide range of other major topics.  Ideally I envision a user typing in a question/request and we triage it.  I like the knowledgebase to help at the start, but assume that requires Confluence to work.  So, the real question is what did you find the biggest challenge when you started using this tool.  Thank you for your time.

[Jack Brickey · Accepted solution]

Hi Diana and welcome to the Community. Thinking back on when I began here are some of the challenges I dealt with most due to my understanding of JSW and the fact that JSD is different in a number of ways.

• understanding the concept of Request Types vs. Issue Types and how the factor into the solution
• Customer Permissions vs. application users (Agents) permissions
• Customer Notifications are different than application user notifications
• Organizations can initially be a bit confusing
• Open access where anyone can become a customer vs. closed where only customers the agents add can access

that is a good start. :-)

Note it is all consumable but some consumption is required. 

[Diana Sartorius]

Thank you for the very quick response.  I'll share this with the review team.