description

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

robots noindex

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 the Jira icon ( or ) > Projects. If you see a Create project button, 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 the Jira icon ( or ) > Projects.
  2. Select Create project.

  3. Select Try a next-gen project.

  4. Give your project a name. You can change your service desk template by selecting Change template.

  5. Choose who can access your project.

  6. 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 project’s:

  • Icon

  • Name

  • Key

  • Category

  • Internal access

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 submitted to your service desk. Together with a request's key, this abbreviation is the foundation of how work is tracked and referred to in Jira Service Desk. You’ll see your service desk’s key in search results and queues.

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.

Change your next-gen service desk’s internal access

Next-gen service desks can be private, just between your team and your customers. Or, they can be open for anyone else working inside your Jira site to see. We recommend keeping your work open and accessible. Break down those silos!

But, if you want to restrict who can view or add notes to requests in your service desk, you can change your internal access.

To change your service desk’s internal access:

  1. From your project's sidebar, select Project settings > Details.
  2. In the Internal access drop-down menu, select the level of access you want.

  3. Select Save details.

Your service desk's internal access level sets who can search, view, and add notes to the service desk and its customer requests, when they’ve logged into your Jira site. Internal access does not affect how customers access and submit requests to your service desk, either through email or the customer portal. To change how customers access your service desk, read more about setting customer permissions.

Next-gen service desks have two, simple internal access levels:

  • Open. When a service desk is open, anyone who logs into your Jira site (not the customer portal) can view and add internal notes to your desk’s customer requests. Basically, Jira Service Desk gives anyone who logs into your Jira site the Viewer role. Only people you explicitly add to the service desk with the Agent role can communicate with customers and resolve requests. Read more about next-gen service desk roles.

  • Private. When a service desk is private, it’s hidden from everyone on your Jira site. Only people added to the service desk can see it or its requests in search results. Other people who use Jira will never know that your service desk exists. Jira admins can see private service desks in the directory, but they don’t have access to view or interact with a private service desk’s customer requests.

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.