I am looking at purchasing Jira Service Desk

[ben.croft]

Hi There

I am looking to use Jira Service Desk for my company.

I am looking at the "Standard" license for my agents.

Can I do the following:

• Can we embed chat services into our website and how does that merge with tickets?
• Can we integrate WhatsApp?
• Can we customise the portal (logos / colours / etc)
• Using custom domain name i.e https://help.croft-it.com
• Can we create client management logins that show ALL tickets for their company?
• What are your SLAs for "Standard" licenses?

Many thanks

Ben

[Angélica Luz]

Hello Ben,

Welcome to Atlassian Community!

I added your questions and my replies for each one below:

Can we embed chat services into our website and how does that merge with tickets?

If you mean to add a chat on the customer portal, this is currently not possible. There is a feature request suggesting this option:

• Implement a Live Chat system in Service Desk

But, if you want to embed the portal on your website, this is possible by using the widget, so customers can create a ticket from the website.

• Embed a widget onto a web page

Can we integrate WhatsApp?

The only app available on our marketplace is related to notifications, so depending on what you need, you can use this free app:

• WhatsApp Notification Cloud

Can we customise the portal (logos / colours / etc).

Yes, you can change the color for the entire help center and add a logo for the help center and the portal of each project.

• Customize the look and feel of your help center and portal

Using custom domain name i.e https://help.croft-it.com

This option is not available on Jira Cloud. The customer portal URL will be https://xxxxxxx.atlassian.net/servicedesk/customer/portals and it's not possible to change. 

The workaround would be using 301 redirects. Here are some links that may help you configure it:

• Change page URLs with 301 redirects
• How to Properly Implement a 301 Redirect 

Can we create client management logins that show ALL tickets for their company?

You can group customers in Organizations, so if a ticket is shared with the Organization, everyone listed on the org will be able to see the tickets in the customer portal. 

• Add an organization to a service desk project

What are your SLAs for "Standard" licenses?

You can find the SLAs for each plan on the documentation below:

• Atlassian Support Offerings

Hope this clarifies!

If you have any other questions, please let us know.

Regards,
Angélica