Why does Atlassian not use Jira Service Desk? What do they use?

Question

Hey,

Does anybody know what Atlassian Support uses to collect their tickets?

It does not look like Jira Service Desk and does not have a "Powered by Jira Service Desk" banner at the bottom.

What are they using, and why don't they use their own product?

They use dynamic fields that changes the fields based on what is selected one level above. Why is this not built in to Jira Service Desk - when they obviously seem to need it themselves?

Just wondering.

Thanks.

Mirek · Accepted Answer

Atlassian uses Service Desk for support. Once you create a ticket you get all the Service Desk features. The create experience is only the thing that is customized. Not sure if this is only a HTML site customization or specific modification of Service Desk experience, but at the end a Jira Service Desk ticket is created.

If you would like to have a customized HTML page with form and values that would be dynamic it is easy to do. Later you get the data and via REST create a ticket in Jira, so things like that are possible. You do not need to use build in Service Desk portal to "get" the initial values from the customer which in that case are heavily based on specific information e.g. SEN number that automatically checks if the license is valid and connects all tickets from specific customer to be easily handled by support later etc.