In each of our previous chapters, we have been building JIRA as a support system, which is a part of our end of chapter exercise. While JIRA is more than capable of handling the requirements of a service desk, there are still a number of things left to be desired.

For example, the user interface is often too complicated and confusing for business users to simply create a support ticket. Despite our best efforts, there are still way too many options on the screen, most of which are not useful in a service desk environment. Another example will be the lack of ability to set up any sort of service-level agreement to ensure a consistent quality of service.

This is where JIRA Service Desk comes in. It addresses all the shortcomings of JIRA that is out of the box by providing a clean, intuitive, and user-friendly interface for both the end customers and support team. It also provides many features that you can expect from a service desk solution. As shown in the following...