"Service Desk" as AddOn into "Project and issue tracking"

Ist there any possibility to use Service Desk as Module in an existing Project and issue tracking-System? (in the cloud)

Can this be integrated or is this a stand alone product?

Can issues from the existing product forwarded to the service desk?

thanks in advance

1 answer

0 vote

Unusually, it is easier to explain how it works than to answer those questions directly.

JIRA Service Desk is a "JIRA Application".  It's not an add-on or module, it is a block of stuff that runs inside a JIRA framework, alongside the "JIRA Core".  JIRA Core basically does issue tracking (with projects, workflows, fields and users), and then Applications are added to provide other functions.

The main thing JIRA Service Desk does is enables you to say "a JIRA Project is a service/help desk" and it then layers a load of additional functions over the top of that project (SLAs, queues, a portal for end users etc)

You can see why it would be hard to answer your questions without understanding bits of that!  It's not possible to use it "as a module" and it's not a stand-alone product, and you don't "forward issues to the service desk".  You take a JIRA project (or several) and use it as a service/help desk.

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