Jira service desk vs jira software along with Add-ons ( script runner, automation for Jira)

Question

Hi,

Can anyone please know what are the benefits that we get using Jira Service Desk ? As we have Jira software server + Script runner + automation for JIra plugins to achieve some or most of the service desk functionalities.

1. Email Reader: This functionality available with Jira software server + script runner plugin. whereas we can configure it using Service desk .

2. SLA: This functionality can be done with Jira software server + automation for JIRA plugin. But Live SLA elapsed time doesn't show.

3. Service Desk Portal: This portal is not available by default in Jira software. We have to write code using Jira APIs for this.

4. Feedback: This comes with the Service desk. Required some third party tools to integrate and required maintaining it.

5. Service desk Queues: Service desk queues come default. We can do it using dashboards and jql filters.

6. Confluence Knowledge base: This feature is not available in the Jira software server version.

I may be missing some other functionalities that may have come with the service desk. Please list them out and then how we can achieve this with jira software only.

My question is: Is there any specific reason to choose a service desk? As you know , most of the features can be done with the Jira software server.

Any advice.

Thanks,

Om

Omprakash Thamsetty · Answer

@Fabian Lim

Thank you for adding comments and feedback. As you said approval can be managed with Jira software and workflow conditions/validation.

Reporting: We have an All-In-One reporting plugin so we can create a few of them.

Only major change that I see is to develop a portal and maintain the code.

Nic Brough -Adaptavist- · Answer

Another reason is money.

Without JSM, every user takes up a licence - 100 developers + 900 customers = 1000 licences you'll need to pay for.  With JSM, 100 developers + 900 customers + 5 Agents = 105 licences to pay for.

JSM also presents as a service desk to the customer, so they don't have to see all the stuff that they don't care about your developers doing to solve their problems.

Fabian Lim · Answer

Hi @Omprakash Thamsetty

You hit all the key points, but here is a few more:

Approvals: you can manage with jira automation to send notifications and worflow conditions/validations.

Reporting: You can use gadgets and plugins as well

Portal: We use Servado (https://marketplace.atlassian.com/apps/1220807/servado-enterprise-portals-for-jira?tab=overview&hosting=datacenter). Talk to @Kristján Geir Mathiesen if you want more details on it.

Honestly, if you can build all the automation and key features with other gadgets & Jira SW there is no need for service desk.  Having JSM makes it easier though.