What is the Jira Service Desk?
Jira Service Desk is Atlassian’s service management and help desk product built on top of the Jira platform, designed for handling requests, incidents, problems, and changes from customers and internal users. It has since been rebranded and expanded as Jira Service Management, but many people still use the old name “Jira Service Desk” to refer to the same family of capabilities.
Jira Service Desk provides a central place where users submit requests (tickets) and support teams track, prioritize, and resolve them. It is used by IT, HR, facilities, and customer support teams to standardize service processes and improve response and resolution times.
Key features of Jira Service Desk are:
- Customer portal and help center for users to raise tickets and search knowledge base articles.
- Queues, SLAs, and automation rules to route work, enforce response targets, and reduce manual effort.
- ITIL-aligned capabilities for service request, incident, problem, and change management.
Related content
What is the difference between Jira and Service Desk?
Is Jira Service Desk a CRM?
What is the alternative to Jira Service Desk?
