Jira Service Desk Migration Support (Data import), audit trail, Previous Answer searching

[eric.kim]

Does  Jira Service Desk provide these 3 features ?
1)Migration Support (Data import)
2) audit trail
3) Previous Answer searching

[Andy Heinzer]

HI Eric,

1. Jira Server does have a number of different tools for importing data from other platforms.  More details in Jira Server: Migrating from other issue trackers.  If you're looking at Jira Cloud, there are some fewer options, but still support for using CSV or json methods of importing.  You can find the corresponding Jira Cloud doc in Jira Cloud: Migrating from other issue trackers.
2. There is an Audit Log for both Cloud and Server.  However I would recommend checking out those pages to better understand what that covers. These are typically system setting changes and not specific issue data that might change.  You can still see historical changes on a per issue basis in Jira.  You typically need to first locate that issue and then click in the History tab to see a listing of all the changes to that issue.
3. As for previous answer searching, that depends.  Service Desk tends to restrict the interactions so that these issues are only visible to the customer that created it, other users it has been shared with, and the Service Desk Agent or other licensed Jira users.  Namely, one user in the service desk customer role won't be able to see/search issues created by different customers.  However if you find there are common questions coming through, I would recommend checking out the Cloud: Serving customers with a knowledge base or Server: Set up a knowledge base for self-service.  Basically, your users in the Agent role can create knowledge base articles for common topics.  In doing so, when you link this to a Confluence space, users in Service Desk can easily end up finding those search results as they are typing up their request. 

[eric.kim]

@Andy Heinzer  

Thank you for such a quick response.

1. Okay! it's great that it supports data import in csv/json format. Because I will probably need to bring lots of tickets handed from another service(Zendesk). 

2. Audit Trail: For IT company audit period, I need it to be able to store and be accessible upon the request. Is there an extra cost on this feature?

3. The search feature was for our agents that interact with our end users. It's great that Atlassian Jira Service Desk can link with Confluence to build the knowledge base environment. But I am looking particularly for search features for the tickets/case that has been resolved/handled/answered by the internal agents.

I was hoping to find a way to talk to sales representative that understands the JIra serivce desk well. Would you be the right person to ask some more details?

[Andy Heinzer]

Hi Eric,

You could try to reach out to our Contact page, specifically the product advice section:

https://www.atlassian.com/company/contact/product-evaluator-advice

I believe these forms will put you in contact with someone from our product advocate team.  This team can better assist you here.

Andy