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Jira Service Desk FAQ

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New to Jira Service Desk? If yes, you probably want to review these FAQ’s.

When working with customers who are not familiar with Jira Service Desk we often get asked a couple of questions that pops up across more than one customer. We are sharing those questions with you here to help you get clarity during your tool discovery process.

Question 1 – What are the difference between the different user types?

There are 3 applicable user types for Jira Service Desk:

Jira Service Desk Agents: this is a paid for license type that are only part of the Jira Service Desk product. This user / license type is not available on any other Atlassian products. In order to interact with customers, work on issues as well as be assigned to issues, you need this user type in order to view all issues on Jira Service Desk as well as to liaise with customers. This role is thus a customer facing role in your team.

Jira Service Desk Collaborators: these users cannot be assigned issues on Jira Service Desk or move issues through the workflow. These are generally people who need to work on issues logged within Jira Service Desk, for instance like developers or infrastructure support. To get these users involved on a call, the Service Desk Agent, will mention them using @username. The user can then comment on the issue to provide feedback on progress etc.

Jira Service Desk Customers: these users can collaborate on all calls within Jira Service Desk and this license type is free of charge. These users are your customers and they will log calls on the service desk for resolution by your teams. They can be internal or external to your organisation. For instance internal: internal company users who log a call for a laptop crashing or external to your organisation: people using the products you develop and support in the market.

For more info please visit: https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles.

Question 2 – What are the difference between Jira Service Desk and OpsGenie?

OpsGenie handles incidents only. It integrates with monitoring tools and provides:

  • Escalation policies
  • On-call schedules and management

which are not part of Jira Service Desk. OpsGenie is generally used together with JiraOps and StatusPage and are more focused on infrastructure support and alerts. OpsGenie integrates with Jira out-of-the-box.

Jira Service Desk also has the concept of an incident, but does not integrate with monitoring tools out of the box.

Question 3 – What license type does approvers need to have?

Approvers are part of the Jira Service Desk customer license type and are free of charge.

For more information please visit: https://confluence.atlassian.com/servicedeskcloud/setting-up-approvals-816880004.html

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