Learn how to create a next-gen service desk project, and edit its details, key, or icon.


By default, anyone can create next-gen projects. Out of the box, Jira Service Desk gives end users the Create next-gen projects global permission. Jira admins can prevent users from creating next-gen projects by managing which groups are granted this permission. Read more about global permissions.

To find out if you can create your own project, choose Projects in the navigation bar. If you see the Create project option, then you're all set. If not, check with your Jira admin for help creating a project.

Create a next-gen service desk

To create a next-gen service desk:

  1. Choose Projects > View all projects.
  2. Select Create project and choose Select next-gen.
  3. Give your project a name. You can change your service desk template by selecting Change template.

  4. Choose who can access your project.

  5. Select Create.

We automatically generate a project key when the service desk is created.

Edit your next-gen service desk’s details

In next-gen service desks, you can edit the following project details:

  • icon, which helps teams across your Jira site visually identify your service desk

  • name, which appears when people in your Jira site search, browse directories, or use the project switcher

  • key, which is typically the shorthand version of the service desk's name

  • category, which helps larger organizations label and filter similar projects and service desks in directories

To change these details: From your project's sidebar, select Project settings > Details.

Change your next-gen service desk’s icon

Icons help give a face to your service desk's name. They appear in the service desk sidebar and in your site's list of all other Jira projects.

To change your service desk's icon:

  1. From your project's sidebar, select Project settings > Details.
  2. Under the current icon, select Change icon.

  3. Choose from a default icon or upload your own.

  4. Select Save details.

Change your next-gen service desk’s project key

Project keys provide a shorthand for the requests in your service desk. Together with an request's sequential number, they form a unique identifier called an “issue key”. This abbreviation is the foundation of how work is tracked and referred to in Jira Service Desk. You’ll see issue keys:

  • On requests themselves, as a label

  • In search results and saved filters

  • In your queues and reports

  • In links connecting pieces of work

  • In the request's URL

  • Anywhere you need to reference the work you're tracking

To change your service desk’s project key:

  1. From your project's sidebar, select Project settings > Details.
  2. In the Key field, enter your desired key. Your service desk’s project key must:

    • be at least two characters long

    • start with an uppercase letter

    • and, contain only uppercase letters or numbers

  3. Select Save details.

After you change a key, we recommend communicating the change to your team.

Assign or change your next-gen service desk's project category

Project categories help group similar projects and service desks across your Jira site. They can be used in advanced search, filters, reports, and more. Your Jira admin creates and manages the categories that are available. Learn more about adding and deleting project categories.

To assign or change your project's category:

  1. From your project's sidebar, select Project settings > Details.
  2. Under Category, use the dropdown to assign your project a category.
  3. Select Save details.

Delete your next-gen service desk

If you delete your service desk, only a Jira admin can recover it from a backup or an XML copy (if one exists!). Recovering a deleted service desk can be tricky, so make sure you truly want to delete the data associated with your service desk.

To delete your next-gen service desk:

  1. From your project's sidebar, select Project settings > Details.
  2. Select ••• > Delete project.