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New to Jira Service Management? 🌟➡️ Start here! ⬅️🌟

Brielle Johnston

Welcome to our New to Jira Service Management community group! We’re so glad you’re here. If you’re just getting started with the product, this is a great place to come ask questions, share resources, and learn alongside your peers.

Many of the people you meet here will be in similar phases of their JSM discovery journey: setting up service desks for the first time, being totally amazed by automations, having big thoughts about asset management. So, go ahead and please introduce yourself below. Make a friend. Build a lifeline.

And don’t forget! We’re here for you, too. We want to make sure you have everything you need to get your JSM projects up and running and meeting your organization’s needs as quickly as possible. Check out the onboarding resources we curated below to help get you on your way.

🚀 Onboarding 101

Once you’re in Jira Service Management, you’ll be able to follow the in-product prompts to simplify your set up, but this Quick Start Guide is a great companion piece for project administrators. Our Get started page is also full of helpful technical information.

Not an admin? Our Agent Onboarding Guide may be what you’re looking for.

⛰️ Beyond the basics

So, you’ve set up your service desk. What comes next? If you’re not using the features below, you’re not getting the full value out of your JSM investment.

Hot topics	Resources
Conversational ticketing	Link your help desk to chat tools like Slack, Teams, or Zoom so you can solve problems on the platforms your teams work in the most. Get connected.
Automation	Identify where your manual hangups are happening and cut them out with easy-to-build, no-code automation solutions. Build your first rule.
SLAs	Set your team up for success by creating service level agreements to keep them aligned with customer expectations. Meet your goals.
Knowledge base	Build a knowledge base to give your customers a way to self-serve, freeing up your team to focus on more complex issues. Reduce ticket volume.
Virtual Agent	Grow your team without increasing your headcount with an AI-powered assistant that can handle your routine support interactions. Enable your agent.
Reporting	Unlock valuable insights that can help optimize your team’s performance, drive efficiency, and enhance the customer experience. Create a report.

🎓 Self-paced learning

We have a number of (free!) virtual courses available on Atlassian University designed to introduce you to Jira Service Management and all its features. The content is modularized so you can learn on your own time. Bonus: the courses increase in complexity as you grow in your understanding. Here are some of our favorites:

◦ Set up Jira service projects to enable your team (for project admins)
◦ Configure Jira Service Management for your team’s goals (for project admins)
◦ Get the most out of Jira Service Management (for users and agents)

For events, community-led classes, and more, visit our ACE hub.

Comments

AS_3g6sk1

I am new to JSM

I am wondering the fundamental difference between JIRA and JSM? So, for I understood, JSM helps with various integrations. Can anyone help me to know if I got it right and help me to understand the major difference.

AS_3g6sk1

I am New to JSM.

I am still getting my head around to find the major difference between Jira , JSM, Jira Work Managment etc.

AS_3g6sk1

Hello!! I am JSM Newbie here

asadiq

I am new in here, looking forward to learn more about JSM.

asadiq

Hello Everyone!!

I am new here! Looking forward to learn about JSM and improve my knowledge.

Ken Rose

Zendesk to Jira Service Management

Hello, Atlassian Community!

I’m the Director of Product Management at my company and have been a long-time fan of Atlassian tools. We first implemented JIRA six years ago, and it’s been a core part of our product and bug management process ever since. We also adopted Bitbucket around the same time, though that’s less in my day-to-day.

More recently, I took on responsibility for our Support team, which had been using Zendesk for over a decade. With an eye toward consolidation and deeper integration, I spent the last six months running a proof of concept for Jira Service Management (JSM) alongside a Zendesk sunset plan. We went live with JSM a few weeks ago and it's all going well so far!

The shift from Zendesk Professional to JSM definitely introduced some configuration complexity, but my experience with Jira gave me confidence in the platform. The team is settling in well, and I’m excited about what’s next, particularly around refining our setup and connecting JSM to our own platforms (iDashboards and the Data Hub) through the API.

Below are some highlights and screenshots of the transition. I’d be happy to share more details or lessons learned - just ask!

Zendesk Retirement

✅Transition from the ZD phone number

✅Transition to a new Knowledge Base (migrate ~400 articles)

✅Export all ZD history: Users (197k), Organizations (36k), Tickets (40k), Comments (266k)

✅Import all ZD history into iDashboards and their Data Hub

✅Use the Zendesk 3-month "Pause" (and disable some features that remained active)

✅Migrate ~25 live tickets for seamless transition

JSM Setup

✅Customize the default workflow and ticket layout

✅Create new automation rules and refine existing

✅Configure everything related to email & portal

My own JSM diagram

JSM Workflow.jpg

JSM Automation, which will likely evolve.

JSM Automation.png

This ETL job takes the raw JSON data from Zendesk and publishes it into database tables.

This ETL job is one example of using the JSON parser to take a single column of JSON data and break that into the fields and sub fields.

This ETL job takes the User table and cleans up this very messy data.

This ETL job helped me generate lists of segmented user emails. This will first be used for a "Zendesk to JSM" notification campaign.

Using iDashboards, these forms offer a few ways to access 10+ years of legacy Zendesk data.

zd iDashboards.png

- Ken Rose

Anwesha Pan

Hi Community members!

Excited to be here! I’ve been working with Atlassian tools for quite some time but I am new to JSM.

Looking forward to learning and sharing with everyone! 😊

Julien GOURDEL

Hello everyone, greetings from France!

Julie Kremp

Hello! A new member over here as well!

Julie Kremp

Hi! A new member and JSM over here!

Valerie Knapp_gp7rpj

Hello! I am Val and I am recently ACP-420 and ACA-910 certified. I am here to learn and stay on top of new developments.

Gor Greyan

Hi everyone! 👋
I’m Gor, and I work as a Deputy Head of Service Management Department.

I’m looking forward to sharing experiences and picking up tips from all of you. Excited to be part of this community!

Roshan kumar_9k21gj

Hi everyone! I’m new to this group and excited to connect. I work as a Jira Admin, Staff Engineer 1, and I’m looking forward to learning more about Jira Service Management, especially around automations and service desk setups. Can’t wait to share ideas and get tips from all of you!

Christos Markoulatos -Relational-

Hey everyone, good to be here!

Sakina

hi, everyone i m administering jira and confluence since last 6 years and have recently started exploring Jira service management Looking forward to explore it more.

Thiago P _Atlassian Support_

Hey there folks! I've been a Confluence Support Engineer for the past 5+ years now, and casually interacting with JSM for setting up knowledge bases.

Jason U

Hello Everyone! Nice to see you all guys here!

Andrea Mura

Hey everyone! Another JSM (DC for now...) from italy!

Anthony Morais

Hi everyone!

I’m an Atlassian Consultant working at an Atlassian focused consulting company. I truly enjoy being part of this amazing Atlassian ecosystem every day is an opportunity to learn something new and share experiences with great people in the community.
Outside of work, my favorite hobby is playing the drums it’s a great way to relax and express creativity!

Scott Howard_8c8wj4

Hello everyone! Glad to be here and learn from this group and discussion forum!

Megan Osifeso

Hello all! New to the group and poking around. Glad to be here and happy to meet y'all. Excited to learn more coming from zero knowledge of JSM.

Dave Rosenlund (Trundl)

Welcome, @Megan Osifeso. You may be interested in the virtual Atlassian Community Events chapter called ITSM/ESM Masters. Our meetups happen online, and we are focused on all things Atlassian Service Collection. Especially, JSM.

Maarten Breesnee

hi from another jsm newbie

Mirek

Hello all! Nice to see so many people interested in JSM. I am actually not so new to it on Server / DC but I recently try to catch up on all of those Cloud JSM features (especially after Opsgenie merge.. adding AI features etc.). Hope that this group can help achieve that!

Juan Carlos Pin

Hi everyone!!! Greetings from Spain!

Charlene Freeman

JSM Newbie here.

Martin Runge

I’ve been a member of this community for a long time, but I realized I’ve never actually introduced myself! I’m Martin Runge, currently Head of Atlassian at XALT.

I’ve spent the last 15+ years working across the Atlassian stack—from founding my own consulting firm to my current role. My heart really beats for ITSM and Jira Service Management; I’m an Atlassian Certified Expert and ITIL 4 Managing Professional, so I love digging into the intersection of lean processes and tool automation.

Charlene Freeman

HI JSM newbie here - looking to learn more about JSM. Thanks!

Carsten Severin _KUMAVISION AG_

Hi everybody, I'm looking for good input on JSM and CSM—I'm sure I'll find it here.

Lukasz Modzelewski

I'm a long-time JSM user but a total newbie to AI agents in support.
I'm a big fan of the human touch, but I'm excited to see how AI can help at scale - hoping to pick up some best practices here!