Learn how to succeed in your role as a service project agent.
Learn how to succeed in your role as a service project agent.
Your first stop for learning how to get started with Jira Service Management.
Set up your service project in a way that empowers your agents and your customers get help for their requests.
With team-managed service projects, your teams can manage their own work and process, without having to reach out to a Jira admin.
Learn about ITSM and the strategic approach to designing, delivering, managing, and improving the way businesses use IT.
Create powerful rules to start automating your manual, repetitive processes.
Understand how to effectively serve your customers as a service project agent.
Follow proven patterns for setting up Jira Service Management for IT and software development teams.
Jira products share a set of core capabilities that you'll want to understand to get the most out of Jira Service Management.
Learn how to manage assets and configuration items with Insight in Jira Service Management.
Resources to help you plan and set up a successful move to cloud.
Jira Service Management Cloud, Jira Service Management Server (formerly Jira Service Desk), and Jira Service Management Data Center (formerly Jira Service Desk) all have the same core functionality: they let you receive, track, manage, and resolve requests from customers.
There is, however, some variation in features and the user interface across these deployment options. Understanding and communicating these differences is essential to planning a successful migration, setting expectations for your stakeholders and users, and landing happily in cloud.
Here is a list of features available in Jira Service Management Cloud that are distinctly different from Jira Service Management Server/Data Center (formerly Jira Service Desk):
More powerful project templates
Jira Service Management Cloud offers a collection of diverse project templates to choose from. These templates, complete with specific request types, will support all sorts of teams (not just ITSM) like customer service, HR, legal, finance etc.
Easier request triaging
Queues in Jira Service Management Cloud provide handy inline actions that let you rapidly update tickets, which can save you time when setting assignees or changing status. You can also save queues to your starred items and return to them faster. And all this comes with a simplified issue view and a clean user interface.
Out of the box Atlassian email
Every Jira Service Management Cloud project is provided with an Atlassian email for receiving customer requests. You can also connect a Google, Microsoft or other custom email address to your service project and view email logs for each of these accounts. To provide extra control over who has access to your service project, you can allow or block certain domains.
Simplified access for customers
With Jira Service Management Cloud, you can provide a friction-free help experience to your customers with an improved user interface. You’ll have the option of opening up your portal to a larger audience with login-free portal access. Customers can also get in touch with you via your default Atlassian email or via widgets you’ve embedded on any website you control.
Better knowledge management
You can create a curated experience for your customers by categorizing your knowledge base articles in Confluence. This will help your customers to quickly find the information they need to be able to resolve their own requests.
Request management on the go
The Jira Service Management Cloudmobile, tablet and Mac apps help admins and agents manage requests on the go. Service requests, incidents, approvals, and change management tickets can be easily triaged via the mobile apps.
Improved language support
You can meet your customer’s language preferences by adding additional languages to your service project. Customers can then see your portal and help center in their preferred language. In Jira Service Management Cloud, you can also link Confluence spaces to a specific language, translate your customer satisfaction surveys and search for translated request types in the portal. Learn more about providing help in multiple languages.
External user management
You can integrate your existing G Suite user directory with your Atlassian Cloud site, which makes domain and user management more flexible and manageable. For more information, refer to G Suite integration.
Atlassian Access allows for single sign-on (SSO) and can help you manage authentication and security policies across your Atlassian Cloud users. For more details on Atlassian Access, refer to our Atlassian Access for Cloud FAQs.
Dedicated IT service management template
Jira Service Management Cloud also offers an IT service management template that supports rapid and efficient IT service delivery. Using the IT service management template you can categorize your tickets into incidents, changes, service requests and problems so your team can route and triage tickets quickly and efficiently. You can also respond faster to incidents by looping the right people in straight away using modern incident management powered by Opsgenie. This also allows you to rapidly link and escalate tickets to resolve incidents. You can also deploy changes more confidently by monitoring them through Bitbucket Pipelines or other third-party CI/CD tools, and services created in the Services.
To try the IT service management template, you must enable it on your instance. Learn about the IT service management template.
Features that are not yet available in Jira Service Management Cloud
We’re continuously working on improving our cloud offerings. Some features in Jira Service Management Server / Data Center (formerly Jira Service Desk) that are not available in Jira Service Management Cloud are:
bulk-watching and reordering queues
archiving issues and projects
project-based priority schemes
direct approval of requests via email
translating customer email notifications
importing SLA configurations from other projects
canned responses in the knowledge base
integration with Confluence Server
More information and support
We have a number of channels available to help you with your migration.
For more migration planning information and FAQs, visit the Atlassian Cloud Migration Center.
Have a technical issue or need more support with strategy and best practices? Get in touch.
Looking for peer advice? Ask the Atlassian Community.
Want expert guidance? Work with an Atlassian Partner.
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