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

  • project lead, who is usually the project administrator for your next-gen service desk
  • default assignee, which is a role to which all requests created in the project are assigned to

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.

Change your next-gen service desks's project lead

The project lead is a next-gen project is usually the project administrator, who controls and manages a project's settings.

You may want to change the project lead as people move in and out of your team in a longer-term project.

To change your project's lead:

  1. From your project's sidebar, select Project settings > Details.
  2. In the Project lead field, set a new person to lead the project.
  3. Select Save.

Add or change your next-gen service desk's default assignee

When requests are created in your project, you can set a default assignee. This is useful for open projects where everyone on the site can report tasks to your project.

The default assignee is typically a team member who prioritizes or validates that reported requests are meant for their team and distributes these tasks to their team members accordingly. By default, they receive a notification when someone creates a request in the project.

If you’re not able to change the default assignee, then check if you’ve enabled Allow unassigned issue under system Jira’s general configuration. Learn more about configuring Jira application settings.

To change your project's default assignee:

  1. From your project's sidebar, select Project settings > Details.
  2. In the Default assignee field, nominate your project's default assignee.
  3. Select Save.

The default assignee can only be either Unassigned, or the Project lead. If you want a specific person to be the default assignee, you'll need to change the Project lead.

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.