In each of our previous chapters, we were 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 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 is 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 out-of-the-box shortcomings of JIRA 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 screenshot, JIRA Service Desk...