Jira was originally designed to be a tool to help developers track software bugs, and, over time, it evolved into a general-purpose, task-tracking tool that can be used by all organizations, thanks to its flexibility and extensibility. For this reason, many organizations started to use Jira as a service desk tool by leveraging its powerful workflow feature, and this has gained tremendous popularity. Recognizing this unique use case and its potential, a new product called Jira Service Desk, from Atlassian, was born. Jira Service Desk is a purpose-built solution that sits on top of the Jira platform, transforming it into a fully-fledged service desk solution with unique capabilities.

In this chapter, you will learn the following topics:

• Installing Jira Service Desk
• Creating and branding a new service desk
• Defining and setting up a service-level agreement (SLA)
• Creating custom queues for agents to work from
• Integrating with Confluence to set up a knowledge base