What is the best project to use in Jira Software to design a help desk like ticketing system?

[Christopher Lamb]

We are not able to use Jira Service Desk for a help desk solution, and have been asked to develop it within Jira Software. It will be the typical support structure of answering and processing access request, network support, etc.

What is the best project template to use for this?  Can this easily be done with using JSD?

Thank you.

[Earl McCutcheon · Accepted solution]

Hello,

Thanks for reaching out and to address your last question first "Can this easily be done with using JSD?"  Yes this would be really easy to configure using Jira Service Desk, as the Service desk projects are designed for this exact scenarion. With something like the default Request fulfillment workflow that looks like this:

 

To set up a service desk like project using a Jira Software project, I would recomend just picking any project template and then create a custom workflow, to try an mirror the Service Desk workflows or based on the criteria that best suites your needs,  Details on configuring workflows can be seen in "Working with workflows", "Managing your workflows", and "Advanced workflow configuration" to get you started.

You can try to copy the notification elements of service desk by adding custom events to the post functions to notify specific users or groups,  and the behavior of Queues could be mirrored using dashboards with saved filters that contain the issues that meet the teams requirements for needing to be addressed.

Regards,
Earl