In our previous chapters, we have explored Jira's core features, including workflow, custom fields, and screens. It is not hard to see that you can implement Jira Core or Jira Software as a service desk, but by creating new custom fields, screens, and workflows schemes. While Jira is certainly capable of handling the requirements of a service desk, there are still several things to be desired.

For example, the user interface is often too complicated and confusing for business users to simply create a support ticket. Despite our best efforts, there are still way too many options on the screen, most of which are not useful in a service desk environment. Another example is the lack of ability to set up any sort of SLA to ensure a consistent quality of service.

This is where Jira Service Desk comes in. It addresses all the out-of-the-box shortcomings of Jira...