Is JIRA as a tool recommended for Service Desk

[Mohammed Zaheer Soudagar]

The primary purpose is to make sure CTI(category,Type,Item) are imp elements to be captured to perform trend analysis.

[Nic Brough -Adaptavist- · Accepted solution]

Yes, especially if you use the "Jira Service Desk" application.

[Mohammed Zaheer Soudagar]

Thanks Nic,

Does Jira Service Desk require different/additional license.

[Nic Brough -Adaptavist-]

Yes, but it is a separate and very different licence.

For Jira, you licence Jira users, they get project access, and can then work with issues.

For Jira Service Desk, you licence Agents, and they get project access, can work with issues, but can also set up and deal with requests from "customers" in the projects behind the SD portals you build.  Customers do not need licences.

You do not need to have any Jira licences to have Agents - there are places (not many to be fair), just running with Agents, and no Jira users at all!  Another way to think of it is that the Agent licence has a Jira user licence built into is, so they can use the projects and issues.