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Setting Up Support: Jira Service Desk Integration

Setting Up Support: Jira Service Desk Integration

In this article, we’ll guide you through the process of implementing Jira Service Desk into your project using our DebugMail service as an example. Our step-by-step instructions will help you set up a simple support system for your users. We’ll cover the main entities in the Jira Service Desk and discuss some of the settings when implementing JSD via API.

Note that we won’t be covering some of the sections in the JSD settings that aren’t necessary for a beta version of your service desk. Most of them relate to general Jira settings like Issue types, Workflows, Permissions, and so on.

By following these steps, you’ll be able to set up a basic support system for your customers using Jira Service Desk. We hope this article helps you get started with implementing JSD in your project.

10 steps to organize the first working version of support

For the first working version of support, it is necessary and sufficient to configure the following sections:

  1. Details
  2. People
  3. Summary
  4. Request types
  5. Email requests
  6. Automation
  7. Customer permissions
  8. Portal settings
  9. Customer notifications
  10. Widget
Screenshot of the location of the project settings in Jira Service Desk
Screenshot of the location of the project settings in Jira Service Desk
In your JSD project, go to Project settings and see the items we write about above.
  1. Fill in Name. For example, «DebugMail Team».
  2. Fill in Key — a short name that will be in the ticket URL. For example, «DT».
  3. Insert service URL.
  4. Uploading an Avatar. We added the same picture that we use as a favicon in the service.
  5. Write a Description. For example, «DebugMail Support Team».
  6. Specify the Project lead.
  7. Specify the Default assignee. We recommend that you specify «Project lead» so that there is no situation when a new request does not have an executor.
Customize basic project details.
Screenshot of task executor assignment in project settings in Jira Service Desk
The Default assignee field has only 2 customization options: Not assigned and Project lead.

The free version of JSD allows you to create a support team of up to 3 people.

Employees are added in 2 stages:

  1. Through the Jira admin (Atlassian Admin) in User Settings under Groups.
  2. Through the People section in the JSD project settings, indicating the Role of the employee.

People is the section that lists all Service Desk users, both your employees and support customers. Here you can assign roles and add users.

Screenshot of assigning user roles in project settings in Jira Service Desk
User Role settings screen.
Screenshot of adding users in project settings in Jira Service Desk
When adding people, you can select one or more Roles.

This is a technical section and is related to the settings in Jira itself — issue type (Jira Issue Type), business processes (Workflow), components, screens, rights, etc. You can use the JSD entities already configured by default or configure them yourself in the Jira admin panel.

Screenshot of the summary section in the project settings in Jira Service Desk
Topic section with a Summary of all Jira entity settings in the project.

In the first iteration, it is difficult to predict all the required types, so you can leave only one standard type offered by JSD.

Screenshot of the request types section in project settings in Jira Service Desk
Section Request types in our DebugMail service.

In the long run, with a large number of incoming requests, you can organize them and create different types of requests with auto-responses and other useful automations.

In Request Types, we configure 3 blocks of parameters: Request form, Issue view, and Workflow statuses.

4.1. Request form

Here we set up the fields that the support agent sees in the ticket — some of the fields are visible immediately from above in the main part of the task, some of the fields are taken to the right block, and the rest of the fields are hidden.

Client request form and context fields (on the right).

4.2. Issue view

Here we configure how the client sees the support window. You can specify marks for different fields and in general for the request type, make the fields required or optional.

Screenshot of the issue view tab in project settings in Jira Service Desk
Issue view tab. Filling out required fields is important for efficiently processing requests so that you don't have to ask users the same clarifying questions. And tips help beginners not to get confused about the types of requests if there are many of them (often specific to the B2B sector).
Screenshot of setting up the DebugMail request form in Jira Service Desk
Setting up fields in the only request type of the DebugMail project.

4.3. Workflow statuses

Here we configure how workflow statuses are displayed for the client.

Screenshot of workflow statuses in the project settings in Jira Service Desk
Our services have different communication languages, so we write statuses in the native language of the project.

You can use the account provided by JSD or connect your own — customers will receive notifications from the mail you specified.

Screenshot of the email request tab in the project settings in Jira Service Desk
We used the built-in email by simply editing the mail name to «debugmail».

It allows you to systematically approach auto-responses, the movement of tickets along the workflow, the creation and distribution of tasks between employees and not only, i.e. automate any routine support action.

Screenshot of the automation tab in project settings in Jira Service Desk
If requests are handled by more than 1 employee, we recommend configuring the Change executor by request type in the first support version.

Access rights govern how the user will interact with JSD — whether it is possible to enter the portal and invite / see other employees and tickets.

Here you need to configure 3 entities:

  1. Attachment security.
  2. Sender name.
  3. Templates and triggers for notifications.
Depending on the service where you include JSD, different settings will be required. For example, in DebugMail we receive requests from any user.

Allows you to configure the JSD portal for corporate standards. If you open the opportunity for customers to see the portal, then you need to fill in the Information about the service project:

  1. Name.
  2. Welcome text (desirable, but not required).
  3. Add a logo.
The screenshot on the left has the welcome text, and it is visible in the Portal, on the right.

Allows you to customize the template of emails that go to the client’s mail; enable and configure built-in automations, such as when a request is created, a public comment is added, a request is resolved, etc.

9.1. Customize template

The template forms a general principle for the content of notifications and it is possible to use various variables.

Screenshot of template settings in project settings in Jira Service Desk
Setting up a user notification template.
You can insert a link into the text of the message to disable ticket notifications.

9.2. Customize customer notifications

Focusing on technical support workflow, these could be, for example, the following notifications:

  1. Request created.
  2. Public comment added.
  3. Request resolved.
We have highlighted the main notifications that need to be customized and enabled.
Screenshot of the request created in templates in the project settings in Jira Service Desk
Customize notification on request creation — you can customize who receives the notification and format the content.

9.3 Features of customization via API

If you connect JSD via API, you have to be cautious with the built-in templates due to a limitation: all requests will only come from one Jira user ID.

Allows you to customize this element on the site to suit your requirements.

Screenshot of widget settings in project settings in Jira Service Desk
Customizing the widget's appearance.
Screenshot of the finished widget from Jira Service Desk in the DebugMail project
The widget is made in the service’s corporate colors.
Screenshot of the embed code for a ready-made widget from Jira Service Desk in the DebugMail project
To add a widget to your website, copy and add to the project code.

Based on the principle of minimum viable product launch (MVP), you should not chase the perfect customer support service setup at the beginning.

Customize Jira Service Desk following the 10 steps described, get feedback from users and finalize the settings.

If you have any questions, please contact us.

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