JIRA Service Desk Documentation - Version 2.3 - Setup and Administration

Sep 13, 2026

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JIRA Service Desk documentation for version 2.3 provides step-by-step guidance for administrators and agents, covering initial setup, supported platforms, and first configuration of service desk request types, queues, and agents. It explains how JIRA Service Desk works with JIRA, how analytics are collected, and how to manage users, groups, roles, collaborators, and public signup. The guide also covers customer portal design, notifications, access control, email channel setup, troubleshooting, reporting, and SLAs, plus release notes and best practices.

LanguageEnglish

CategoryPresentations

FormatPDF

Pages83

Reading Time29 min

AccessFree to download

JIRA Service Desk Documentation

Install JIRA Service Desk

Getting started with JIRA Service Desk

Setting up service desk users

Setting up service desks for your projects

Working on a service desk

Reports

SLAs

Knowledge base

JIRA Service Desk 2.3 Release Notes

Best practices

1. JIRA Service Desk Documentation .......................................................................... 2 1. 1 Install JIRA Service Desk ............................................................................. 2 1. 1. 1 Supported Platforms ............................................................................ 2 1.2 Getting started with JIRA Service Desk ................................................................... 3 1.2.1 Getting started for service desk admins .............................................................. 4 1.2. 1. 1 Set up your service desk .................................................................... 5 1.2.1.2 Create your service desk request types ......................................................... 7 1.2.1.3 Make queues for your service desk teams ....................................................... 10 1.2.1.4 Add your service desk agents ................................................................ 11 1.2.1.5 Customize and share your service desk ........................................................ 13 1.2.1.6 Bring your service desk to the next level ........................................................ 14 1.2.1.7 Get your customers started with JIRA Service Desk ............................................... 17 1.2.2 Getting started for service desk agents .............................................................. 17 1.2.2. 1 What is Workflow .......................................................................... 21 1.2.3 How JIRA and JIRA Service Desk Work Together ..................................................... 21 1.2.4 How JIRA Service Desk Collects Analytics ........................................................... 22 1.3 Setting up service desk users .......................................................................... 22 1.3. 1 Users, groups and project roles .................................................................... 25 1.3.2 Managing agents ............................................................................... 25 1.3.3 Managing customers ............................................................................ 26 1.3.4 Managing collaborators .......................................................................... 28 1.3.5 Configuring public signup ......................................................................... 29 1.3.6 Troubleshooting issues with user management ........................................................ 31 1.3.7 Setting up users with the version 1.x pricing .......................................................... 32 1.4 Setting up service desks for your projects ................................................................. 33 1.4. 1 Setting up request types ......................................................................... 34 1.4.1.1 Troubleshooting issues with request types ...................................................... 38 1.4.2 Designing Customer Portal ....................................................................... 39 1.4.2.1 Branding your Customer Portal ............................................................... 40 1.4.2.2 Organizing your Customer Portal .............................................................. 40 1.4.3 Configuring JIRA Service Desk notifications .......................................................... 41 1.4.4 Opening up or restricting access to your service desk .................................................. 41 1.4.5 Setting up the email channel ...................................................................... 42 1.4.5. 1 Managing the email channel ................................................................. 44 1.4.5.2 Troubleshooting issues with the email channel ................................................... 45 1.5 Working on a service desk ............................................................................ 46 1.5.1 A

FAQs

What does the document cover for installing and getting started with JIRA Service Desk 2.3?

It explains supported platforms and walks through initial setup for service desk admins and agents, including creating request types, building queues, and configuring the customer experience.

How do JIRA Service Desk and JIRA work together?

The documentation describes their interaction and how service desk features integrate with JIRA workflows and project behavior.

How are SLAs and reporting handled in JIRA Service Desk 2.3?

It provides sections on reports and SLAs, including examples for creating basic SLAs, SLAs that do not track continuous time, and SLAs with multiple cycles.

Sep 13, 2026

Upload by Terk