Learn the differences between classic and next-gen projects
Learn the difference between our two types of service desk projects.
Get the next-gen Jira Service Desk experience
If you've been invited to the next-gen Jira Service Desk experience, learn how to finish signing up.
Create, edit, and delete next-gen service desks
Learn how to create a next-gen service desk project, and edit its details, key, icon, and internal access levels.
Set up request types in next-gen service desks
Add your own or customize suggested request types to distinguish, search, and sort the work your team takes on.
Receive requests from an email in next-gen service desks
Set up an email address to streamline requests in your service desk.
Customize a request's fields in next-gen service desks
Define and customize the fields that appear in request type forms and internal views.
Add or remove people from your next-gen service desk
Invite new team members and agents, give people a role, and start collaborating to get work done in your next-gen service desk.
Manage how people access your next-gen service desk
Change internal access, give people roles, and fine-tune people's permissions in your next-gen service desk.
Manage how work flows in your next-gen service desk
Learn how to view, set up, and edit workflows for your request types, how to create custom statuses and transitions, and more.
Set up notifications in next-gen service desks
Customers, agents, and administrators get email notifications about activity on Jira Service Desk requests.
Set up a online portal to receive requests
Get your help center and portal set up so customers can raise requests online.
Set up a knowledge base in next-gen service desks
Project admins can set up a knowledge base to let customers self-serve instead of raising a request.
Use automation rules to do repetitive tasks in next-gen projects
Automation rules perform actions depending on their triggers and conditions.
Manage approvals in next-gen projects
Add an approval to get someone to check a request before it moves along the workflow
Manage assets in your next-gen service desk
Install an asset management app to manage assets in next-gen service desk projects.
Support multiple languages in next-gen service desks
Language support enables you to add languages to support your customers if your default language doesn’t suit them.
Visualize trends with reports in next-gen service desks
Reports help you discover new trends in your service desk.
Collect customer satisfaction (CSAT) metrics in next-gen service desks
Use surveys to collect ratings and comments for a customer satisfaction report.
Use service level agreements (SLAs) in next-gen projects
Learn how to use service level agreements (SLAs) that allow you to manage your team's goals for better customer service.
