Configure a classic service desk project as an administrator
Triage customer requests for your agents with queues
Customer requests become issues that you can view and work on in queues.
Categorize customer requests into request types
Request types are the types of requests that your customers can raise in your Jira Service Desk. Customize them for your needs.
Receive requests from an email address
Set up an email address to receive requests in your service desk.
Receive requests from an online portal and help center
Find out how to manage your service desk's customer-facing site.
Customize the look and feel of your help center and portal
Customize the look and feel of your help center and portal to match your brand.
Collect requests from anywhere with an embeddable widget
Add a widget to your web page so your customers can easily get help.
Add and remove customers
Learn how to add customers to a service desk, remove customers from a service desk project, or deactivate their license.
Group customers into organizations
Organizations are groups of customers who can request help from your Jira Service Desk.
Set up service desk users to work on requests
Set the service desk users up so they can effectively resolve requests for customers.
Set up notifications for your customers and team
Disable notifications for internal users or edit the content of notifications.
Customize your customer notifications' look and feel
Learn how to change customer notifications to fit your brand.
Set up a knowledge base so customers can serve themselves
Project admins can set up a knowledge base to let customers self-serve instead of raising a request.
Provide help in multiple languages
Meet your customer's language preferences by adding additional languages to your service desk.
Choose customer permissions for your service desk and Jira site
Set global and project permissions to define who can access and send requests to your service desks.
Set up an approval stage for a request
Add a step to requests that need to be approved before your team can work on them.
Discover new trends with service desk reports
Use existing reports or create your own to get insights from visual representations of your data.
Create service level agreements (SLAs) to manage your team's service goals
Service level agreements (SLAs) allow you to manage your team's goals to better serve your customers.
Collect customer satisfaction (CSAT) to get direct feedback on your team's performance
Use surveys to collect ratings and comments for a customer satisfaction report.
Set up rules to automate repetitive tasks
Use automation rules to perform actions in your service desk based on specific triggers and conditions.
Try one of our common automation recipes
You can use preset automation rules to quickly set your team up for success. Check out examples of preset rules.
Keep track of your team's items with asset management
Keep track of items with the asset management app.
Integrate your service desk with other products and apps
Find out how to use your service desk with a variety of your favorite integrations.
Use Jira Query Language (JQL) to create service level agreements (SLAs)
With JQL, you can clearly define what kind of issues should make up an SLA goal.