In 2013, we launched Jira Service Desk with a simple vision: to build a modern flexible service desk for technical support teams. Rather than trying to prescribe specific support workflows to our customers, we built the product with flexibility in mind. Over the last three years, we’ve seen Jira Service Desk adopted by IT, customer support, and even business teams such as marketing and HR.

As the consumerization of IT has changed both employee and customer expectations, we’ve seen more and more of our Jira Service Desk users providing support to both their employees and their customers. Employees want multi-channel, mobile-forward, self-service solutions, and it turns out that customers want that, too. Gone are the days of siloed support experiences for IT teams and customer service teams.

With this convergence in mind, we’ve put a significant investment in building features that we think would be beneficial for all teams. Jira Service Desk can help not only internal IT but also external support teams, including those who want to use customer feedback to guide product development.

Today, we’re excited to release several new capabilities we think will help all technical teams, but especially customer support teams, in providing great external support.

Group customers into organizations


Many of our users have requested a way to group customers so it’s easier for them to view and share each others’ requests. Our team has been hard at work on a way to do just that, and we’re pleased to announce that Jira Service Desk now supports organizations. Now, service teams can:

  • Filter queues by organization. You can now scan your queues by the organization that submitted them and assign team members who are familiar with that organization’s needs. Teams outside of the immediate service team can also monitor the queues and know what the most urgent issues are. Speaking of urgent issues…
  • Customize service level agreements (SLAs) by organization. Some companies have different requirements for SLAs. Now you can customize your SLAs by organization, and reduce headaches to make sure you never miss an important deadline.
  • Pull reports by organization. If a client or company wants to get visibility into how your service team is helping them, you can now pull reports by company.

And the value of this feature extends to your customers, too. They can view and share each other’s requests and also sign up to receive notifications. Learn more about how to set it up.



Using Salesforce, Excel or another customer database? Use our API to import customer names and emails into Jira Service Desk. Find out more hereOur Marketplace also has many customer service focused add-ons. If you are a cloud user check out Atlas CRM, which lets you store contextual information about companies.

Personalize emails sent to your customers


Now that you’ve got customers grouped into their respective organizations, you can also customize the emails that you send to them.

You can add design elements to your email templates that reflect your company unique brand; things like customized colors, fonts, or logos. And to create a more personalized experience, you can now make rules and templates that will customize the content of your customer emails. Finally, you can set up schedules and rules to control when and how your emails are sent, creating a great experience for your customers without adding too much extra work to your plate.


Learn more about how to customize your emails.

Agent knowledge view

Jira Service Desk customers can easily integrate their service desk with Confluence to build a support knowledge base so that end users can easily self-serve answers to common and known problems through the service desk portal. With the agent knowledge view, knowledge articles such as how-to-guides or troubleshooting steps are intelligently recommended to the agent by service desk based on content in the ticket and presented to the agent within the agent console. The article can be viewed by the agent in the context of solving the ticket, eliminating the need to jump back and forth between Jira Service Desk and Confluence.

By putting answers at your agent’s fingertips, they can provide quick and easy support to customer requests. If there is no existing knowledge article for the request at hand, agents can easily create one from their screen and share it with the customer at the click of a button. Learn how to set it up.


Get started

Whether you’re serving employees or customers, Jira Service Desk makes helping customers easy – did we mention you can try it for free? Learn more below.

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Have more specific questions about Jira Service Desk? Visit our answers community to get the information you need

Extend Jira Service Desk for customer support with new capabilities