List of Service Desk Customizations from Atlassian Support
Part of the power of Atlassian tools is the ability to customize them to fit specific needs. As such, some of the functionality available on support.atlassian.com is not yet available in JIRA Service Desk. The following are the list of customizations with some discussion of how we have achieved them.
| Customization | How Atlassian implemented it | Related Discussions |
|---|---|---|
Main landing page differs from Help Center: | We added a custom add-on that overrides the /customer/home URL and redirects to a different template. The HTML page uses design elements from the main Service Desk portal, and simply adds links to the project page (ie the Service Desk portal). | Feature request: JSD-1030 - Getting issue details... STATUS
Atlassian Answers: |
Workflow actions like 'escalate' and 'freeze' are available from the issue view.  | TBD | Feature request: JSD-40 - Getting issue details... STATUS
|
Search results during issue creation are pulled in from different knowledge base sources.
| We built a custom plugin that uses Google CSE to amalgamate search results from our various different Atlassian services (documentation, knowledge base, Atlassian Answers, JIRA). | Feature Request: JSD-143 - Getting issue details... STATUS
|
How does support.atlassian.com work behind the scenes?
We've got several pages and past Atlassian Summit presentations describing how Atlassian Support does our job, including knowledge management and ticket management. Here's a collection of resources to learn more:
Knowledge Management
- Use Confluence as a Knowledge Base
- Summit 2011: Confluence as a Knowledge Base
- Summit 2014: Knowledge Centered Support at Atlassian
Ticket Management
- Summit 2012: JIRA at your Service – a description of what's under the hood in support.atlassian.com
- How Atlassian Uses JIRA for Support
Got Questions?
We'll be watching and discussing over on Atlassian Answers. Please open up a question with the labels 'sac' and 'jira-service-desk'.