In previous chapters, we focused on the Jira platform from Atlassian, which is primarily used for issue-tracking purposes. We covered topics such as customizing projects through screens and fields and integrating Jira with other third-party services.

In this chapter, we will look at another closely related Jira product, called Jira Service Desk. This allows you to run a powerful support system, either alongside your engineering projects or independently as an all-purpose support solution. We will look at ways you can customize Jira Service Desk to provide a unique experience for your end users. Since Jira Service Desk is built on top of Jira, its installation procedure is almost identical to that of Jira, and you can refer to the recipes in Chapter 1, Jira Server Administration, for more details.

In this chapter, we will cover the following recipes:

• Customizing the look and feel of your support portal
• Capturing the right information for service requests from your customers
• Setting up a knowledge base for your customers
• Collaborating with your internal teams on service requests
• Tracking and evaluating performance with a Service Level Agreement (SLA)