Jira service desk 2.2 comes with powerfull search and more

JIRA Service Desk 2.2 comes with powerful search across all service desks, a personalized central portal, and a way for multiple customers to follow one ticket.


Jira Service Desk 2.2

More powerfull searching and personalized portals for your customers

More powerfull search

Now customers can search the entire knowledge base across all service desks. If they aren’t sure what kind of ticket to open or where to start, they’re now able to start with a search query that will pull up a relevant knowledge base article from anywhere.

customers get confused about where to start or file a ticket – for example, if they need a new badge, should they file a request with Facilities or with HR?

Employees will no longer have to guess where to file a ticket, or what knowledge base they should search in.

JIRA Service Desk 2.2 now has a powerful search on the central portal. Employees can enter any question or problem, and immediately get knowledge base articles that can address it.

JIRA Service Desk’s knowledge base can deflect tickets for agents by providing customers with more information, and employees can get answers easily without an agent.

Personalized central portals

Your company’s service desk can be personalized even further. Unify all service desks with one name, logo, and color. Now welcome your customers with your instantly recognizable service desk.

Now your customer portals can be branded to match your company. If you add your company’s logo, the central portal’s colors will automatically match your logo.

New customers will instantly recognize your service desk as the company’s internal service desk.

persons to participate or put on CC

Allowing multiple customers to follow and participate on a ticket: 

With 2.2., agents can add multiple customers to tickets. Customers who are not the original creator of the ticket can follow and participate in that ticket, which is useful for the times when a single ticket impacts a large group of people.

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Let customers participate in each other's requests
Prior to this version, customers could not see other people's requests and requests were only between the reporter and agents.

Starting from this version, agents can bring other customers into a request and let multiple customers take part in the conversation.

Agents will see a new field called Request participants on the issue, and can add anyone who's a customer of the service desk to the request. Participants will receive an email notification after they are given access to a request.

Changes to two SLA conditions

Since a request can now be visible to multiple customers and all of them can add comments and receive notifications, the following two SLA conditions have been changed to take participants into consideration.

The "Comment: By Reporter" condition has been renamed to "Comment: By Customer".
It now means a comment by any participant on the request, including the reporter.

The "Comment: For Reporter" condition has been renamed to "Comment: For Customer".
It now means a customer-visible comment by someone who isn't a participant.

These two comment conditions are still exactly the same for all requests where there are no participants, so won't affect calculation of existing SLA data. 

An updated Customer Portal
Branding the Customer Portal

By default, the header of the Customer Portal displays Help Center. You can customize it by giving it your own name and uploading a logo. The header will automatically adjust to use a color scheme that matches your logo. 

Search box on the landing page

A search box has been added to the landing page to improve information retrievability of the portal and appears if you've connected Confluence with any service desk. Your customers can now easily search for anything they need to find out across all the spaces of Confluence. If multiple Confluence servers are connected to service desks, only the primary one will be used by the search box on the landing page. 

With the redesign, the following changes are introduced:

  • The My recent requests section has been removed from the landing page to give the page a cleaner layout. You can still easily see the status of the requests by going to the My requests menu in the header. 
  • Now that the header will use the color scheme of the logo, the color scheme of each individual portal has been removed so that the overall look of the Customer Portal remains consistent and clean. The individual portal's logo has been redesigned to be round and  existing logos will be scaled down to fit into the circle.