Service Desk within Jira Cloud Software

Question

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?

Kian Stack Mumo Systems · Accepted Answer

@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

Dan Breyen · Accepted Answer

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.