With Jira Service Management, you can easily receive, track, manage, and resolve requests from your team’s customers. Customers can send requests by email, a customizable help center, and an embeddable widget. Jira Service Management makes it easier to categorize service requests, incidents, problems, and changes by organizing and prioritizing these requests in a single place, and keeps your team on track with goals (or service level agreements).
Well, jira Service Management is built for IT and operations teams, providing them with everything they need for out-of-the-box request, incident, problem, and change management. Jira Software is built specifically for software teams.
While we were researching we ran into the inquiry “How to set up the access to Jira service management by customers?”.
This article is intended to project admins who want to better understand how to set up the access to Jira Service Management, by customers and agents. To initiate on this article, Go to Project settings > Customer permissions to choose who can raise requests in your Jira Service Management Cloud and who your customers can share requests with.
What is Jira service desk?
This is an add-on developed for IT teams. Call center managers, helpdesk agents, and other support professionals use Jira Service Desk for issue ticketing, incident management, and change management.
The Jira Service Desk REST API is how Atlassian Connect apps communicate with Jira Service Desk, either for retrieving data or sending it. For more information, see the Jira Service Desk REST API reference (Cloud).
You’ll also need to create a test Service Desk project along with some sample requests: Go to the Jira home page by clicking the Jira logo in the top-left. Then, click Projects, and click the Create project button in the top-right. From the dropdown, select Company-managed project. Click Change template and choose Internal service desk.
You have now extended the Jira Service Desk UI with your app! Check it out by going to the agent portal of your previously created Service Desk project. Then, in the Jira sidebar, click Add-ons, then My Requests. This will take you to the (currently blank) “My Requests” page!
How to check your jira service desk requests?
Check it out by going to the agent portal of your previously created Service Desk project. Then, in the Jira sidebar, click Add-ons, then My Requests. This will take you to the (currently blank) “My Requests” page!
What is Jira software and who should use it?
Note: Jira Software is also designed to support development teams that use Kanban, Scrum and other popular agile frameworks. This is an add-on developed for IT teams. Call center managers, helpdesk agents, and other support professionals use Jira Service Desk for issue ticketing, incident management, and change management.
Another thing we asked ourselves was: what is Atlassian Marketplace for Jira?
Atlassian Marketplace offers over 1,000 trusted applications and integrations to ensure Jira Service Management can be customized to fit your use case . What is ITSM? IT service management— often referred to as ITSM— is simply how IT teams manage the end-to-end delivery of IT services to customers.