What is HelpDesk and How it Works?

What is HelpDesk for JIRA?

HelpDesk for JIRA is a tool to build a Customer Support system based on JIRA.

Do you have a lot of customers and a 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 creates an issue (via mail or via the portal), HelpDesk SuperUser takes one JIRA license and then releases it. HelpDesk needs one license just for the moment of creating an issue (writing new raw in the 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 a bunch of features, some of that can be used not only in the support projects: