A look inside Jira Service Desk

This is part one of a series of blogs taking an inside look at Jira Service Desk, the newest member of the Jira family. Jira Service Desk is a modern and flexible service desk experience that integrates directly with Jira, our issue management software used by more than 22,000 teams worldwide. For a full product overview, click here

Part one: the customer portal

Asking for help shouldn’t be complicated. We designed Jira Service Desk with a clean customer portal that makes it fast and easy for customers to submit requests:

Submitting a request takes three steps: select a request type; enter the required information; click submit. The request is automatically logged as a Jira issue, and your team can begin working.

It’s that easy.

Everyone speaks their own language

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Your IT team wants to speak their language, and your customers want to speak theirs – but you shouldn’t have to waste time translating between the two. Jira Service Desk allows you to display Jira issue fields in plain language on the customer portal, and to hide unnecessary fields. Your team receives data-rich requests just how they need them.

It’s one system that works for everyone.

Add helpful links and information

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What if a customer didn’t need to raise a request? Jira Service Desk allows you to add extra information to the side of any request page. Use this space to include links or information that might be helpful. Provide your customers with contextual information within each request type.

Let the customer portal work for you, and help your customers help themselves. With the customer portal, your team can focus on what’s really important.

Design what you need

When you look beneath the hood, it’s just as pretty. The administration panel is flexible, and allows you to design an intuitive customer portal for your company.

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From here, you can create request types and add descriptions. When customers make requests, they’re actually filing Jira issues – and the details are up to you. From the administration panel, you can set which type of Jira issue the request will generate. For instance, a “software request” generates a purchase issue in Jira, while “report a problem” creates a fault. Use the administration panel to match requests with corresponding issue types.

You can preview your portal design at any time.


Customize the look and feel of your customer portal. Just upload a company logo, and we’ll set the colors for you. Jira Service Desk makes it easy for you to design a customer portal that makes your employees feel at home.

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For each request, you can help guide users with icons. Jira Service Desk comes with an all-new 40-icon library to help you illustrate requests.

Change your mind? The icons are as versatile as they are pretty, so you can swap them around at any time. Not to mention, the entire set of icons is compliant with our Atlassian Design Guidelines (ADG), which gives a consistent look and feel across all Atlassian products.

Check back next week for an inside look at Jira Service Desk’s powerful SLAs.

Jira Service Desk is available now for a free 30-day trial, OnDemand or download. Pricing starts at just $10 for 10 users.

Try Jira Service Desk

New to Jira? Get up and running in a matter of minutes with a free 30-day Jira + Jira Service Desk OnDemand trial.

Inside Jira Service Desk: the customer portal