Learn how to succeed in your role as a service desk agent.
What are Jira Service Desk next-gen projects?
We currently support both classic and next-gen projects in Jira Service Desk Cloud. The main functionality between the project types are the same, but there are key differences you should know to decide what’s right for your organization.
The difference between classic and next-gen projects
Next-gen service desk projects have simpler project configuration and give project admins more control over set up without involving a Jira admin (unlike Classic projects, where one is required to configure schemes and screens). They also have Enterprise Service Management (ESM) templates: HR, Facilities, and Legal, and the Information Technology Service Management (ITSM) template that aren’t available in classic.
Classic projects require a Jira admin to configure screens and schemes that projects are based on. Hence, classic projects have greater complexity in project configuration, but also the ability to standardize workflows across projects that next-gen doesn’t have. When a Jira admin changes a scheme or screen, every classic project that uses that configuration changes accordingly. In next-gen projects, you can only copy workflows within a project and not to another project on your site. Learn how to Migrate between next-gen and classic projects.
Next-gen and classic projects also don’t currently have the same features. Check the feature list below to determine which project type suits your needs:
Classic service desk
Next-gen service desk
Advanced setup and configuration
Easy setup and reimagined features
Classic look and feel
Updated look and feel
Great for expert Jira users
New features added regularly
Easy and fast to set up
Managed by Jira admins
Managed by project members
Classic workflow editor
Easy to use workflow editor
Agent notifications COMING SOON
Customer transitions COMING SOON
How to choose between a classic or next-gen project
Choose a next-gen project if:
Your team wants easier project configuration to get started quickly.
You need an independent project for each in your organization.
You’re an ESM team who wants to use a project template.
Choose a classic project if:
You need consistent workflows across teams.
There are features in classic projects that aren’t available in next-gen projects.
Join the Atlassian Community to ask questions, provide suggestions, or find out what's coming soon.
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