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What is the best Jira Service Desk project type (Basic / Customer Service / IT Service Desk) for us?

We've been using JIRA Software & Confluence for a long time internally to manage our projects (software, business & customer service / techsupport) and to maintain a knowledge base and project documentation.  But as our business and client base has grown, the way we've used JIRA to manage our software development and web projects and (misused JIRA for) customer support tasks is probably getting a bit unmanageable now.  

So, in addition to our software development projects, typically we receive phone calls or emails from clients if it results in a workable task, we manually create tasks / issues on JIRA.  As our client base has grown we've come to see how inefficient / ineffective this is becoming as much time is spent manually creating issues.  On some occasions email enquiries and follow-ups are missed as they drop further down the email inbox.  Also having to answer the same questions via email is wasting precious time.  In addition to a few large software development projects, we have an increasing number of small maintenance, customer service, techsupport type tasks (which seem to be draining resources)

So JIRA Service Desk sounds like a perfect solution for us.  But we are trying to figure our which project type will fit best with our organisations setup.


So I notice when I attempt to create a project I have the options:

  • Basic
  • Customer Service
  • IT Support Desk

Which would be most suitable for our workflow?  How does the Service Desk project work alongside our existing JIRA software projects?  

I've seen the introductory video and read documentation online, but still am not 100% sure what would be the best fit for our company.

Thank you.

1 answer

Hi @Prem Mariappan,

It looks like Service Desk is the best choice for you.

The different project types doesn't matter, just make sure it is a Service Desk project. The options you ask for only create different templates which Atlassian has thought as useful for customers to work ASAP (install, create project and start working)

You can change all the schemes as you like, and the workflows too, so dont worry about it.

About how does Jira SD and Jira Software work together, Jira SD allows you an automate out of the box tool, which allow you to link your issues between projects and, for example, close issues in cascade.

Check these pages:

Also, depending on your add-ons (for example scriptrunner) you can automate as much as you like the effects in your different projects, for example, create a massive and customized amount of issues in a diferent project.

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