What is issue type in Jira Service Desk?

Issue types distinguish different types of work in unique ways, and help you identify, categorize, and report on your team’s work across your Jira site. They can help your team build more structure into your working process. Each Jira product comes with default issue types to suit the needs of your projects and teams.

What are request types in Jira Service Desk?

Request types are the types of requests that can be raised in your service project. You can add your own request types on top of the set of defaults. Request types can be organized into Portal groups to help customers find the request type they need.

How do I change the issue type in Jira Service Desk?

Edit an issue type

  1. Select > Issues.
  2. Click Issue types.
  3. Find the relevant issue type and click Edit.
  4. Edit the issue type name, description, or avatar, and click Update.

What are the issue types?

Standard Issue Types

Issue Type Atlassian’s Definition
Sub-task Smaller task within a larger piece of work
Epic Large piece of work that encompasses many issues
Story Functionality request expressed from the perspective of the user
Bug Problem that impairs product or service functionality

Is Jira service management replacing Jira Service Desk?

Jira Service Desk vs. Jira Service Desk is now part of Jira Service Management. In 2020, we introduced Jira Service Management to further unlock development, IT operations, and business teams, so they can deliver exceptional service experiences.

What is a request in Jira?

Jira Service Desk agents can self-assign Jira Service Desk issues. Requests: Requests are how issues are phrased or represented on the customer portal to customers or end users. Phrasing request types in a customer-friendly way allows your customers to quickly identify what kind of service or request they need.

Is JIRA free tool?

We offer a Free plan for Jira Software for up to 10 users, 2GB of storage, and Community Support. If you’d like to add more than 10 users or get access to more support and storage, you can sign up for a 7-day free trial of our Standard or Premium plan. You can add and remove users as your team changes.

Why to use Jira service desk?

The Jira software empowers developers to streamline the software delivery process, the Jira Service Desk allows customer support teams to accelerate the issue resolution process, and the Jira Core helps functional teams (such as Sales, HR) to manage their sundry list of tasks – for improved outcomes.

Does Jira service desk have telephony integration?

Out of the box, there is not direct telephone/call center integration. However, one of the vendors from the Atlassian marketplace has built an add-on called Call Center for JIRA Service Desk as a solution for phone/call-center integration with JIRA Service Desk. With this add-on, your customers have the flexibility to open new service requests over the phone, as well as the web.

Does Jira support features?

Jira Software is equipped with features that support every stage of your software development process to help you plan, track and report.

What is an agent at Jira service desk?

Agents are users that work on customer requests and communicate with customers. Customers create requests and these requests appear as issues in JIRA for agents to work on. Access both the Customer Portal and the service desk interface in JIRA View the Customer Portal, queues, reports and SLA metrics for the service desks they have access to