how to create a simple jira service desk ?


i have bought a jira service desk licence, but i don't understand where to modify the formula for my customers. The customer has a link "report a system problem" but impossible to find this screen or system of screen in the configuration.

I have put another language, some texts are traduced, other are not.

is it possible to have help ?


1 answer

0 votes

Service desk is an extra layer on top of a JIRA project.

You set up a JIRA project as an SD project and it works the same as a JIRA project for your "Agents", but has some extra things in it. 

For a customer, it looks very different.  They see only the "portal", which is a very simplified (and mapped) view. 

When a customer uses the "report a system problem", they should land on the portal, which lets them raise "requests".  A request is a JIRA issue for the agents to work with, with details not shown to customers.

The main thing here is that I suspect you need to look at the portal configuration.  Log in as an agent/admin and go to the service desk project administration.  You should find links to portal configuration, SLA setup and so-on.

ok thanks for this quick answer.

i discover the whole panel of configurations and read tutorials since some days.

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 ...

3,075 views 13 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