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

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

clamb I'm New Here Sep 24, 2019

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.

1 answer

1 accepted

1 vote
Answer accepted

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:

Screen Shot 2019-09-25 at 5.54.26 PM.png 

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

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira

Demo Den Ep. 7: New Jira Cloud Reports

Learn how to use two new reports for next-gen projects in Jira Cloud:  Cumulative flow diagram and Sprint burndown chart. Ivan Teong, Product Manager, Jira Software, demos the Cumulative ...

275 views 1 2
Join discussion

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