Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

Scheduling in Service Desk

I'm looking for a mechanism that would allow for easy scheduling of in person appointments from a service desk project.

The generic use case is: a customer emails us to get help with their office desktop (we're an IT shop) and we want to send a technician out to meet them in person. Right now we ask them to call us to set up an appointment and someone has to manage the google calendar. Ideally there would be some sort of mechanism that would allow the customer to select an appointment time via the portal.

I've looked around for an add-on, but can't seem to find anything. Does anyone have a recommendation or know whether or not this is possible with service desk? 

1 answer

Hi Eleanor,

That's actually quite possible. Create a date/time type custom field and add it to the request form on your portal. You can even go as far as making it mandatory for your customers, so that every time they raise a support ticket they'll have to fill this field out before they can submit their request.

More info on setting up your request types is here.

Hi Ivan,

Interesting solution! Do you know if there is there a way to have that validate against a calendar of open appointment slots? I worry that letting them select any date/time without the validation would result in confusion and we'd still have to manually validate against a Google calendar and follow-up with folks who selected times/date that aren't available.



Not out of the box, no. I suppose some 3rd party addons can probably do something like that.

Hi What are the third party addons that can achieve this?

Thanks, Ivan! This is the closest I've seen to what we need. I really wish YouCanBookMe would write a Jira Service Desk app!

At this point I think we're going to go with YouCanBookMe and try to figure out ways to gracefully combine the two products without a direct integration. I think if our agents respond to requests with a link to our BookMe site and we try to make it match the look and feel of our Help Center as much as possible, then it shouldn't be too jarring of an experience for our customers. I hope :)

Thanks, Phil! One of our programmers ended up writing a custom solution using the JSD and YCBM APIs. It doesn't provide the end user UI we were hoping for but it gets the data where it needs to be and so far sending folks to a different URL to do their actual booking hasn't been that burdensome. 

Suggest an answer

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

Announcing Jira Service Management!

Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...

2,204 views 28 39
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