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Seeking stories, thoughts, feedback: how has Jira Service Desk increased productivity in your org?

Hi Jira Service Desk Enterprise Community! 

Atlassian is on a mission to unleash the potential of all teams, and we know that tools are just one piece of that puzzle. With Jira Service Desk, we have productivity built into our DNA (we hope you’ve noticed), especially with recent feature releases around bulk actions and queue sorting to make agents' lives easier and SLA calendar improvements for admins. As we build new features, our team is always thinking about:

  • how can we make it easier for customers or employees to get answers so they can get back to work faster?

  • how can we make it easier for agents to respond to more tickets?

  • how can we make it easier for admins to set up their organization for success and manage their instance?

Because our focus is keeping work flowing, we also are committed to keeping Jira Service Desk flexible so that it can adapt to however your team works. What that means, in reality, is that customers like you all have found countless different ways to configure and use Jira Service Desk to set your teams up to achieve peak productivity.

We’re eager to hear your stories, comments, thoughts, and feedback about productivity in Jira Service Desk:

  • How does Jira Service Desk help your teams (customers or agents) be more productive? Any specific features that are your favorites?

  • What have you noticed changing in how our teams operate since you started using Jira Service Desk?

  • If someone came to you for guidance, how would you recommend they use Jira Service Desk to achieve maximum productivity?

  • What tips and tricks have you figured out that make it possible to work more efficiently with Jira Service Desk?


  • how can we make it easier for admins to set up their organization for success and manage their instance?


We are using Cloud but this should be an option regardless of deployment...

The ability to tie a group to an organization. The only option is adding by email address.

That's not scalable for enterprise-level deployments.

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Hi @Josh Costella , Thanks for the product suggestion - I will be sure to pass along to the team. If you have any additional context for how this improvement would help your organization, we'd be curious to hear :) 

Also, if you haven't already, you can vote for this issue and track progress here:

I'd like better options for license management, ways to clearly understand service desk license usage across dozens of service desks.  For example if an agent is unique to 1 service desk or an agent of multiple that can drive efforts to make usage more efficient.

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Hi @Stephen Hayden - thanks for the comment and the concrete example! Do you have additional examples? What license management options would you like to see that would help your team be more productive? 

I can't see the number of licenses used per project without a script, and then have to dump them into excel and do things with them there to try and determine unique users per project.  I'd then have to cross-reference that list with the list of users in the group that grants access to Service Desk, to see who is using a license and not part of a project that requires it.

It would be nice if these were solved in the UI in some form.  We're likely converting a number of our Service Desks to Refined portals (now that they can create a Service Desk experience for a Software project) for any project that doesn't require non-licensed ticket creation or approvals.  The data mentioned here would be useful to target projects that are more cost effective to convert.

Got it - thanks! It seems like you found a workaround with Refined that helps but I hear you that it could be better solved for in the UI. I'll pass along these ideas to the product team :) 


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