Jira Service Desk upgrade

[Saloni Shah]

Hi all,

I am looking to upgrade JIRA service desk from 3.1.9 to 5.2 or higher version. 

I am trying to understand what will be effect on the current projects and data in Service desk. 

Also, I am looking to integrate service desk and freshdesk. I looked in the blogs related to integration but they are all little vague and difficult to understand as there is nothing directly pointing out to service desk specifically.

[Daniel Eads]

Hi Saloni,

I'm assuming you're talking about upgrading to Service Desk 3.5.2 (or above) - currently we only go as high as 3.x for Service Desk!

Service Desk is paired with specific releases of Jira Core/Software. For example, if you've got 3.1.9 currently, that means you're on Core 7.1.9 and upgrading to Service Desk 3.5.2 means upgrading Jira Core to 7.3.8. A full "version pairing" matrix is here.

This won't have any effect on your existing data (although we always recommend taking database backups before starting an upgrade) but it will be a little more involved than clicking an "Upgrade" button as you'll need to actually upgrade the Jira platform.

Reading the release notes  for every version between 3.1 and whichever version you're upgrading to will give you an idea of what new features you'll get.

As for Freshdesk, it might be a little confusing because Freshdesk and Jira Service Desk are basically competing products. Freshdesk has a regular Jira integration (which would technically work with Service Desk) listed on our Marketplace, but the reviews basically say it doesn't work any longer. You might be able to get emails from Freshdesk sent to Jira and handled as issues there, but I'm just not sure that will help you get work done any faster. If possible, I'd try to standardize on one platform for customer support. I'm of course partial to Service Desk (and we can give you help for that!) but have heard people say good things about Freshdesk as well. The downside of Freshdesk is that it doesn't seem to have any integrations available for Jira Software projects if your development team is doing their work in Jira.

Cheers,
Daniel