What is HelpDesk and How it Works?

What is HelpDesk for JIRA?

HelpDesk for JIRA is a tool to build Customers Support System based on JIRA.

Do you have a lot of customers and few JIRA licenses? Leave JIRA licenses to issue assignees only, not for reporters.

HelpDesk for JIRA allows customers to create, view and comment tasks, attach files without JIRA license. HelpDesk users are JIRA users too, but not licensed.

How it works exactly?

To make this way of work possible you need just one free JIRA license for so-called HelpDesk SuperUser. Each time when HelpDesk user create an issue (via mail or via portal), HelpDesk SuperUser take one JIRA license and then release it. HelpDesk needs one license just for the right moment of creation an issue (writing new raw in database). HelpDesk doesn't require a license for filling in new issues fields, for viewing or commenting issues.

More Available Features

When you install HelpDesk for JIRA you get the bunch of features including:

HelpDesk mail handler

HelpDesk mail handler allows to:

  • create new JIRA issues from mails
  • create comments and attachment via mails
  • create new HelpDesk (JIRA) users from mails

Unlike built-in JIRA mail handler, HelpDesk mail handler doesn't place a new JIRA user to jira-core-users or jira-software-users groups.

This way a new JIRA user don't take a JIRA license and can't login to JIRA. The user may work by mail or by HelpDesk Customer Portal (see below).

HelpDesk Customer Portal

Separate custom interface to JIRA database, which include:

  • View JIRA issue interface  (largely repeats native JIRA view issue interface);
  • Create new issue interface;
  • Issue lists interface. Issues may be separated by tabs. It could be not only issues reported by current user, but it's always issues which current user have permissions on;
  • HelpDesk user sign-up/sign in interfaces;
  • HelpDesk users profile interface.

Via HelpDesk Customer Portal users may create and watch tasks, write comments, make attachments. They work directly with JIRA database, but with HelpDesk interfaces. 

Note that the HelpDesk app provides only one Customer Portal unlike Jira Service Desk.

Ability to manage SLAs 

What is SLA

Service Level Agreement (SLA) defines the responsibilities between a service provider and a client. In the HelpDesk app terms it's the timeframes to particular action with a task. Usually the providers have the documented limits for following:

  • Reaction time (time spent by the 1st line of support to start working with a new issue)
  • Resolution time (overall time spent for the issue resolution)

Existing Solutions

There are several solutions on the Markeplace related to SLA management. Our solution is HelpDesk for Jira app feature that allows you to set up and manage SLA easily.