How can service desk and software teams work together?

Collaboration with other Jira products can help you share information easily around your organization. For example, Jira Software teams can get context from your service desk agents' conversations with customers.

By default, Jira Service Desk agents can:

  • View Jira Software issues.

  • Comment on Jira Software issues.

  • Transition Jira Software issues.

By default, Jira Software and Jira Core users:

  • Can't view Jira Service Desk requests in the customer portal.

  • Can't view Jira Service Desk issues in a Jira Service Desk project.

  • Can't comment on Jira Service Desk requests in the customer portal.

  • Can't comment on Jira Service Desk issues in a Jira Service Desk project.

  • Can't view links to Jira Service Desk issues in Jira Software or Jira Core project.

If you plan to work with other Jira teams, you should change your project's permissions. These are the permissions are important for collaboration between service desk agents and software development teams.

Collaborators don’t have access to the service desk interface (queues, reports, and SLAs) and can’t work on issues (for example, log work or transition them).

Request participants

Users with this permission can:

  • View requests in the portal.

  • Add public comments in the portal.

  • Add attachments in the portal.

  • Transition the request through its workflow in the portal.

View permission on Jira Service Desk projects

Users with this permission can:

  • View issues in service desk projects.

  • VIew linked service desk information in Jira Software projects.

Comment permission on Jira Service Desk projects

Users with this permission can:

  • Add internal comments on service desk project issues

We recommend giving all logged-in users permission to view and comment on service desk projects if you want to collaborate. Learn more about permissions.

Set up your first Jira Service Desk Cloud project.

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