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I'm new to this product

We are looking to use this product however I have few questions?

Jira Issue Tracker is same as Service Desk?

Can we use service desk as ticketing tool? for ex: if customers can send email to our support email, it will come as tickets in Jira? Can we respond to customers from here?

Do we have workflow for support levels?

Time/load tracking?

Data repository is available or not?

Knowledge base of runbooks?


Does it integrates with Gsuit?

1 answer

0 votes
Fazila Ashraf Community Leader Oct 30, 2020

Hi @Etimesource Technology 

Welcome to the community!

JIRA core is a simple issue tracker. JIRA software is for agile development teams and JIRA service desk is for the service desk teams 

With JIRA service desk, you can configure it such a way that customers send email to the support email address and they are converted to tickets. The agents working on the ticket can communicate to the customer from the ticket itself and emails will be sent accordingly to customers. This can be achieved in JIRA core/software as well but each of the reporter will have to be a licensed user. In JIRA service desk, only the agent will have to be licensed and there is no restriction in the number of customers. And JSD is more with SLAs, Queues, portal, KB etc..

Workflows are for issue types. But you can customize the workflow to behave a bit different for different support level field values.

For time/load tracking, there is an inbuilt workload report and SLA functionalities that can be used.

For KB, it works well with confluence but you will have to purchase it separately and integrate 

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