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What is the difference between Jira Ops and Jira Service Desk?

Michael Büchele Sep 21, 2018

What is the difference between Jira Ops and Jira Service Desk?
Will Jira Ops replace Jira Service Desk?
What are the different use cases?

3 answers

2 accepted

4 votes
Answer accepted
Gregory Van Den Ham Community Leader Sep 21, 2018 • edited

Jira Ops is tied to incident management.  It's a central working area for issues.  Basically a hot desk for live triaging and collaboration.

https://www.atlassian.com/software/jira/ops

Jira Service Desk has a more robust end user service request system that ties in with confluence for knowledge base articles and is useful for Help Desks of any kind.

https://www.atlassian.com/software/jira/service-desk

I don't see Jira Service Desk going away.

In some ways Jira Ops is filling the gap of some functionality that HipChat / Stride had and adds upon that.

1 vote
Answer accepted
Danny Olinsky Atlassian Team Sep 21, 2018

Hey Michael,

Gregory hit the nail on the head with his response above.

Jira Service Desk is built for IT and Customer Support teams to help users get the information they need through a customer portal and support requests...and definitely not going away :) 

Jira Ops is built for incident response teams to collaborate during major incidents where you quickly need to get the right stakeholders working together on a resolution. It's also integrated out of the box with incident tools like OpsGenie, PagerDuty, Statuspage, and Slack to create a complete incident timeline from first alert through to resolution. The timeline is useful for stakeholders to get up to speed without scrolling through a chat room and also for postmortems. Coming soon you'll see tighter integrations between the two like tying Jira Service Desk tickets to a Jira Ops incident. 

Hope that helps as a start and feel free to let us know about any early feedback you have on the product!

0 votes
Vickey Palzor Lepcha Oct 25, 2018

Hello - as I understand , so we can create INCIDENTS alone under JIRA Ops projects right ?

Or do we have the administration privilege to customize ISSUE TYPES for JIRA Ops project too ?

Wesam Hussein I'm New Here May 12, 2019

Good question. I need to know the answer too.

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