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Service Desk within Jira Cloud Software

Natalya Pinto July 25, 2023

Is it possible to have Jira Service Desk bit only, implemented within my core Jira Cloud software? I'm not interested in the whole Jira ITSM part for now but would like to offer my end users a better self-service portal, so I would like to have the Jira Service Desk bit only. Is it possible?

2 answers

2 accepted

1 vote
Answer accepted
Dan Breyen
Community Champion
July 25, 2023

Hi @Natalya Pinto welcome to the community!  If I understand your question correctly, YES!  That's exactly how we did it.  We wanted our users to have a better customer experience, so we implemented the portal and the Knowledge Base so we have a way to track customer issues, but haven't really pushed for SLAs and the other advanced features of JSM yet, but know we can down the road.  We setup customers into Organizations, and gradually sent them the invites to the portal so they can see their issues, and we have a way to track them.  We haven't made very many fancy workflows yet, but the Automations are nice to have, so when a customer reports a bug, we can track it back to a Jira ticket, and then when that Jira ticket is fixed, with automations, the assignee gets notified that the bug is fixed.  

I really like the slow and steady approach for implementation, where you don't need to rush into the advanced functionality until you're ready. 

We were using email to track customer issues, so JSM has been a lifesaver for us for a basic, simple way to track customer issues.

Hope that helps.

Natalya Pinto July 25, 2023

Hi Dan! Thanks for the super cool and quick answer!!! Great to know there is a success case out there. We will be migrating to a proper ITSM tool at some point but in the meantime I really want to improve the overall customer experience at least. In the backend, Jira tickets are created as they are now.

When and how did you go about it? I get the impression that the Service Desk needs to be a part of the Jira ITSM entire module... so maybe it used to be possible but not currently ...? 

We even created mock MS Forms that could be integrated to Jira for at least a better ticket creation but we are not fully migrated to Jira Cloud yet so we need to wait.  

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Dan Breyen
Community Champion
July 25, 2023

I started by mimicking the sample project, and then tweaking, disabling, and adding as I went.  If JSM and Jira are in the same instance, the integration is already there to link tickets between the two projects.  We started out with the free licensing for JSM (Service Desk) and Confluence to get the basics setup and the integrated Knowledge Base, and then added Agents and Collaborators as we went.  The other advantage of already having Jira, is you can add them as Collaborators without needing more licenses, so they can comment on customer incidents.  

We started out with the delivered workflows and forms and adjusted as we went.

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0 votes
Answer accepted
Kian Stack Mumo Systems
Community Champion
July 25, 2023

@Natalya Pinto

You have to purchase JSM if you'd like to be able to offer a self-service portal to your users. If you don't need all of the bells and whistles, you can purchase the standard plan, or if you have a very small help desk team, you could even try the free plan (it supports up to 3 agents).

 

Thanks,


Kian

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