Jira as a ticket system

Hello dear Jira users/ experts,

We are looking into rolling-out the atlassian suite for our software development divisions within my company and one question that is outstanding currently is whether we can customize Jira in an efficient manner to be used as a ticket system from our Helpdesk/ support team or whether we necessarily need to integrate an extra ticket system like Zendesk. So my question is, when do I need to integrate a tool like Zendesk, i.e. what are Jira's restrictions vs. Zendesk?

Generally this is the rough workflow of our helpdesk:

1. End user should be able to issue a ticket via an online form. However, tickets via email is definitely a nice to have.

2. Ticket is created in ticket system and dispatched

3. Tickets can be forwarded via email to other groups

4. Ticket status is visible for end user

Please note that how this influences the license model is also interesting for me.

thanks & cheers, LAJ

2 answers

Hi Laj,

How to use JIRA as a ticket machine is a very common question, but not one that is easy to answer. However we have a document that outlines how to use JIRA as a support system and I believe that it will answer the questions you have asked above: https://confluence.atlassian.com/display/JIRA/JIRA+as+a+Support+System

All the best,

For 1) you can use jira Issue Collectors that was built-in in Jira 5.1 and has support in 5.0 too.

for 4) I use custom mail handler that creates user for every reporter email but removes this user from any group but special group for email accounts that isn't jira user group and not consume license. It is simplest approach if you want notificate users about issue changes but has next drawback : build-in user notifications aren't too flexible and for complex etmplates with non-standart velocity context you should disable built-in notifications and use custom event listener that sends emails.

It seems that for powerful ticket system you should do some coding.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,891 views 12 18
Join discussion

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot