Hello, We are using JIRA and thinking about the addon JIRA Service Desk 2.0. I have a question about creating a call through e-mail. More than 70% of are calls are coming through e-mail. When a c...
Our Service Desk customers are all internal. I want to be able to use JIRA with LDAP authentication, copy users on first login, to autheticate and create the users as Service Desk Customers wit...
How can I migrate freshdesk tickets to JIRA service desk? I can export Freshdesk tickets to json files. Is there any way to import the json files from Freshdesk? Thanks, Riccardo
I added a new custom field to JIRA - I set it as a multi-select check box field sd-2.png and provide several options sd-1.png I then add it to a Service desk request type. When the Service ...
We are considering the JIRA service desk product. We have a staff of 6 on-call/support people, but there are usually two people on-call, who "work the queue". We rotate weekly. Do we need a 4-5...
Hi, we have an SLA which requires our support team to provide a follow-up comment to the reporter e.g. every 4 hours. So, every time the support person creates a comment for the reporter, another 4 h...
JIRA (OnDemand) Service Desk 2.0 has setting to allow customers to contact service desk via email. Customers can create a request by sending an email, and respond to comments from agents via email as...
Is it possible to have an aggregated view where an agent can see all tickets assigned to them from different Service Desks? Being a school, and now the SD2.0 pricing is better representing our use c...
I have a work flow that has three levels of escalation, Tier 1, Tier 2 and Tier 3. I need an SLA that shows the time each Tier has the issue. Example for Tier one - there time would start when...
We've setup our service desk portal but I have 1 request that is not currently fulfilled through an Atlassian product. I'd like to put the link on our service desk portal though. Is this possible?&nb...
My name is Carolina Maltese, and I work for a company in Montevideo Uruguay (South America). We are really interested in Jira Service Desk, but our clients are Spanish speakers. As a matter of fact, ...
Hi! I'm configuring my Service desk, I have created a new request type with different field in there. It works fine, however, I have noticed that if my field help is too long, on customer interface,...
Hi I am inquiring if there is a way to trigger a workflow change from the JIRA Service Desk when the Goal time of an SLA is reached. Basically a way to escalate an issue ...
I currently have about 50 "customers" that I support via email on a personal project (volunteer work for church). I'm thinking about getting JIRA Service Desk but I wanted to know if each of my "cus...
...mployees' or 'team members' NOT the general public who are your paying customers. Am I right? If this will replace helpscout I'm in. If not then I don't think it makes sense at $25 per user f...
I keep getting the message: "You cannot add new agents because JIRA Service Desk cannot add users to the service-desk-agents group." Steps I have taken: upgrade JIRA to 6.3.5 upg...
I've been investigating about this new pricing options on Service Desk 2.0 and for the server version mentions something about "perpetual license" but support and updates for a year. Does anybody kn...
Hi, we are considering acquiring Service Desk, now that you changed your licensing scheme However, we would need to have a separate customer portal for each of our 20 customers, so that they can l...
Exciting but scary and not entirely clear. I am currently a SD on Demand customer, and I see that Atlassian are aligning themselves on Zendesk for the pricing structure. I am still not clear at all...
Hi! On this page, we can find service desk pricing depending on user number, but on this page pricing depends on agent number. So what is the limitation on service desk? Also, on atlassian FAQ we c...
Where can I modify the return email address for emails coming from JIRA Service Desk? There doesn't appear to be a notification scheme associated with the service desk projects (where I would normall...
My case is: Lets say SLA goal is set to 4h.The SLA timer begins as SLA starts. and lets say SLA completes after 45 mins. Then the SLA timer shows the SLA complete before 3:15(which is remaining time...
Is there a way to restrict creation of an issue type based on which group the creator is in?
Hello, There is requirement to customize JIRA issue screen - adding one section similar to activity and that section will have some fields. Please share idea! Cheers, Rajesh
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