In this chapter, we learned how to use JIRA Service Desk to transform JIRA into a powerful service desk solution. The JIRA Service Desk add-on is built based on many of JIRA's out-of-the-box features, such as workflow engine and search query (JQL), and provides a brand new user interface to remove the friction caused by the old JIRA interface. This makes the overall experience a lot more pleasant for the customers.

In the next chapter, we will look at another add-on called JIRA Agile, to help you run projects the agile way.