Chapter 11. JIRA Service Desk
JIRA was originally designed and intended as a tool for developers. It was also designed to be an issue-tracking tool to capture bugs and tasks as they build software. However, its flexibility and extensibility allowed users to use and adapt it into almost any other use cases. Recognizing this and JIRA's potential, a new product called JIRA Service Desk from Atlassian has been released, which was built on top of the JIRA platform, transforming it into a fully-fledged service desk solution.
By the end of the chapter, you will learn the following topics:
- Installing JIRA Service Desk
- Creating and branding a new service desk
- Defining and setting up a service-level agreement
- Creating custom queues for agents to work from
- Integrating with Confluence to set up a knowledge base
