Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Jira service desk vs jira software along with Add-ons ( script runner, automation for Jira)

Hi,

Can anyone please know what are the benefits that we get using Jira Service Desk ? As we have Jira software server + Script runner + automation for JIra plugins to achieve some or most of the service desk functionalities. 

 

1. Email Reader: This functionality available with Jira software server + script runner plugin. whereas we can configure it using Service desk .

2. SLA: This functionality can be done with Jira software server + automation for JIRA plugin. But Live SLA elapsed time doesn't show. 

3. Service Desk Portal: This portal is not available by default in Jira software. We have to write code using Jira APIs for this. 

4. Feedback: This comes with the Service desk. Required some third party tools to integrate and required maintaining it. 

5. Service desk Queues: Service desk queues come default. We can do it using dashboards and jql filters. 

 6. Confluence Knowledge base: This feature is not available in the Jira software server version. 

 

I may be missing some other functionalities that may have come with the service desk. Please list them out and then how we can achieve this with jira software only.

My question is: Is there any specific reason to choose a service desk? As you know , most of the features can be done with the Jira software server. 

Any advice. 

 

Thanks,

Om

2 answers

1 vote

Another reason is money.

Without JSM, every user takes up a licence - 100 developers + 900 customers = 1000 licences you'll need to pay for.  With JSM, 100 developers + 900 customers + 5 Agents = 105 licences to pay for.

JSM also presents as a service desk to the customer, so they don't have to see all the stuff that they don't care about your developers doing to solve their problems.

0 votes
Fabian Lim Community Leader Nov 05, 2021

Hi @Omprakash Thamsetty

You hit all the key points, but here is a few more:

Approvals: you can manage with jira automation to send notifications and worflow conditions/validations.

Reporting: You can use gadgets and plugins as well

Portal: We use Servado (https://marketplace.atlassian.com/apps/1220807/servado-enterprise-portals-for-jira?tab=overview&hosting=datacenter). Talk to @Kristjan Geir Mathiesen - Origo if you want more details on it.

Honestly, if you can build all the automation and key features with other gadgets & Jira SW there is no need for service desk.  Having JSM makes it easier though.

@Fabian Lim

Thank you for adding comments and feedback. As you said approval can be managed with Jira software and workflow conditions/validation. 

Reporting: We have an All-In-One reporting plugin so we can create a few of them. 

Only major change that I see is to develop a portal and maintain the code. 

Like # people like this

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,523 views 20 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you