Jira service desk apps for ITSM

Extend Jira Service Management capabilities with Deviniti ITSM apps.

No more service desk chaos. We have the tools that help your team work in Jira smarter, not harder.

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Bestseller

Extension

for Jira Service Management

Improve service request management with customized forms in your Customer Portal.
Speed up request submissions and improve user experience.
Display relevant data to keep customers informed and stay organized.

Queues

for Jira & JSM

Stay on top of incident management with cross-project tracking.
Improve communication between support, development, and operations teams.
Optimize workflows by reducing queues and cluttered tickets.

Bestseller

Issue Templates

for Jira

Create service requests, incidents, or change tickets faster with smart templates.
Simplify task management and guide user actions smoothly.
Quickly clone the whole task structures using epic templates for projects.

Actions

for Jira Service Management

Let customers edit their requests to gain time for your agents.
Automate agent assignments and optimize your workflow.
Gather more feedback with built-in surveys in issue workflows.

My Requests Extension

for Jira Service Management

Sort service requests easily to improve navigation and reporting.
Give users more visibility with customized columns on request lists.
Save time by setting up shareable filters for better search results.

Theme Extension

for Jira Service Management

Personalize your Customer Portal to make navigation easier for customers and agents.
Improve communication with a clear, user-friendly Help Desk.
Organize service requests by adding custom categories for better clarity.

Dynamic Forms

for Jira

Build Jira issues quickly with dynamic issue creation.
Improve task management by matching custom fields to your needs.
Increase employee productivity and reduce backlog.

Azure AD Attributes

for Jira

Use Azure AD attributes to improve problem management with synced user accounts.
Speed up request resolution with more contact options.
Build ITSM processes faster by adding Azure AD data to custom fields.

Issue Sync Pro

for Jira

Keep everyone in the loop with smooth data syncing across Jira instances.
Protect sensitive information by excluding private projects from syncing.
Benefit from the app’s fast setup and easy maintenance.

Jira Service Desk apps use cases

Jira service desk apps ITSM capabilities & use cases

jira service desk apps request management extension for jira service management

Simplify request forms on your Customer Portal.

With conditions and validators in Extension for Jira Service Management, agents receive precise and complete information on each request. Reduce confusion and make your requests clearer to improve user experience.

jira service desk apps request management issue templates for jira

Create repetitive tasks automatically.

Apply predefined templates in Issue Templates for Jira for common requests. Automatically generate the appropriate subtasks and assign them to the relevant team members. Speed up the ticket creation without requiring agents to fill in the same details manually.

jira service desk apps request management queues for jira and jsm

Improve time to response metrics.

Use customizable filters and cross-project queues in Queues for Jira & JSM to spot high-priority tickets and organize tasks. Focus on urgent issues and plan workload more effectively, reducing resolution time.

jira service desk apps request management actions for jira service management

Automate workflows for consistency in handling requests.

Automate workflow with Actions for Jira Service Management and enable users to update their requests during specific workflow transitions. Make sure accurate information is available at every stage of the process.

jira service desk apps request management azure ad attributes sync

Keep correct user information in approval process.

Optimize providing approval with Azure AD Attributes Sync. Automatically synchronize the approver field with the correct user data from Azure AD. Reduce delays caused by incorrect or missing information, speeding up the workflow.

Request management in Jira

Simplify request forms on your Customer Portal.

With conditions and validators in Extension for Jira Service Management, agents receive precise and complete information on each request. Reduce confusion and make your requests clearer to improve user experience.
Create repetitive tasks automatically.

Apply predefined templates in Issue Templates for Jira for common requests. Automatically generate the appropriate subtasks and assign them to the relevant team members. Speed up the ticket creation without requiring agents to fill in the same details manually.
Improve time to response metrics.

Use customizable filters and cross-project queues in Queues for Jira & JSM to spot high-priority tickets and organize tasks. Focus on urgent issues and plan workload more effectively, reducing resolution time.
Automate workflows for consistency in handling requests.

Automate workflow with Actions for Jira Service Management and enable users to update their requests during specific workflow transitions. Make sure accurate information is available at every stage of the process.
Keep correct user information in approval process.

Optimize providing approval with Azure AD Attributes Sync. Automatically synchronize the approver field with the correct user data from Azure AD. Reduce delays caused by incorrect or missing information, speeding up the workflow.

jira service desk apps incident management extension for jira service management

Track incidents to problems to quickly find root causes.

Add extra fields, related issue links, and attachments to your issue view with Extension for Jira Service Management. It gives you more context and allows tracking relations between tasks.

jira service desk apps incident management queues for jira and jsm

Prioritize incidents to focus on what matters most.

Sort and filter tickets by priority with Queues for Jira &JSM. Let your support and IT teams reduce wait times and make sure critical incidents are resolved on time.

jira service desk apps incident management actions for jira service management

Reduce workload by eliminating unnecessary manual tasks.

Repetitive manual tasks consume agents’ time. Actions for Jira Service Management lets you configure workflow actions to automate request editing based on specific conditions.

jira service desk apps incident management my requests extension for jira service management

Keep users on the same page as the support team.

Allow people to track the status of their tickets in real-time through a personalized dashboard with My Requests Extension for JSM. Improve transparency and communication about incidents by keeping everyone in the loop.

jira service desk apps incident management theme extension for jira service management

Make important information is easy to find.

Integrate with Confluence using Theme Extension for Jira Service Management for knowledge management. Enable direct linking of knowledge base articles into the help desk portal. Help users quickly find relevant information.

Incident management in Jira

Track incidents to problems to quickly find root causes.

Add extra fields, related issue links, and attachments to your issue view with Extension for Jira Service Management. It gives you more context and allows tracking relations between tasks.
Prioritize incidents to focus on what matters most.

Sort and filter tickets by priority with Queues for Jira &JSM. Let your support and IT teams reduce wait times and make sure critical incidents are resolved on time.
Reduce workload by eliminating unnecessary manual tasks.

Repetitive manual tasks consume agents’ time. Actions for Jira Service Management lets you configure workflow actions to automate request editing based on specific conditions.
Keep users on the same page as the support team.

Allow people to track the status of their tickets in real-time through a personalized dashboard with My Requests Extension for JSM. Improve transparency and communication about incidents by keeping everyone in the loop.
Make important information is easy to find.

Integrate with Confluence using Theme Extension for Jira Service Management for knowledge management. Enable direct linking of knowledge base articles into the help desk portal. Help users quickly find relevant information.

jira service desk apps problem management queues for jira and jsm

Quickly spot the most urgent problems in the project.

Collect data from multiple projects into a unified view with Queues for Jira & JSM. Track incidents linked to a root problem. Sort and filter tickets by priority. Make sure that critical problems are resolved first.

jira service desk apps itsm problem management issue templates for jira

Automate recurring task creation with templates.

Use Issue Templates for Jira to recreate repetitive tasks and structures with all the necessary details filled in automatically. Minimize workload and standardize data entry, allowing agents to focus on solving problems.

jira service desk apps itsm problem management dynamic forms for jira

Display only the fields that matter for each specific problem.

Show only relevant ticket fields based on previous selections using Dynamic Forms for Jira. Guide users through filling out issues with all the necessary information.

jira service desk apps itsm problem management extension for jira service management

Add extra fields like SLAs and attachments to the issue view.

Provide additional fields on forms including SLAs, attachments, and more on the Request Details View in Extension. Give the stakeholders more context, ensuring all important data is included.

jira service desk apps itsm problem management my requests extension for jira service management

Let users track their ticket status in real time.

Give real-time access to the ticket status with a personalized dashboard in My Requests Extestion. Provide IT agents with more time to focus on solving problems instead of handling status updates.

Problem management in Jira

Quickly spot the most urgent problems in the project.

Collect data from multiple projects into a unified view with Queues for Jira & JSM. Track incidents linked to a root problem. Sort and filter tickets by priority. Make sure that critical problems are resolved first.
Automate recurring task creation with templates.

Use Issue Templates for Jira to recreate repetitive tasks and structures with all the necessary details filled in automatically. Minimize workload and standardize data entry, allowing agents to focus on solving problems.
Display only the fields that matter for each specific problem.

Show only relevant ticket fields based on previous selections using Dynamic Forms for Jira. Guide users through filling out issues with all the necessary information.
Add extra fields like SLAs and attachments to the issue view.

Provide additional fields on forms including SLAs, attachments, and more on the Request Details View in Extension. Give the stakeholders more context, ensuring all important data is included.
Let users track their ticket status in real time.

Give real-time access to the ticket status with a personalized dashboard in My Requests Extestion. Provide IT agents with more time to focus on solving problems instead of handling status updates.

Improve your ITSM processes today!

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jira service desk apps itsm change management extension for jira service management

Manage changes easily with clear ticket information.

Display key change information such as SLAs, linked issues, and attachments directly on tickets. Use dynamic forms in Extension for JSM to show users only the essential, change-related fields.

jira service desk apps itsm change management actions for jira service management

Give users more control over their tickets.

Let users easily update change requests after submission with Actions for Jira Service Management. Approve issues quickly right in the comments, speeding up the whole change management process.

jira service desk apps itsm change management queues for jira and jsm

Centralize all change-related data.

Bring all change-related data from different Jira projects into one centralized view. Queues for Jira & JSM makes managing and tracking changes across your organization easier.

jira service desk apps itsm change management issue templates for jira

Standardize tasks and include all the details upfront.

Recreate tasks or entire epic structures in just a few clicks. With Issue Templates for Jira you can make change issues accurate and error-free. Make Jira simpler to use for everyone.

jira service desk apps itsm change management azure ad attributes sync for jira

Keep user data accurate without manual effort.

Azure AD Attributes Sync enables fast and easy attributes synchronization. Sync user details from Azure AD with Jira custom fields. Keep user data up-to-date across systems without manual effort.

Change management in Jira

Manage changes easily with clear ticket information.

Display key change information such as SLAs, linked issues, and attachments directly on tickets. Use dynamic forms in Extension for JSM to show users only the essential, change-related fields.
Give users more control over their tickets.

Let users easily update change requests after submission with Actions for Jira Service Management. Approve issues quickly right in the comments, speeding up the whole change management process.
Centralize all change-related data.

Bring all change-related data from different Jira projects into one centralized view. Queues for Jira & JSM makes managing and tracking changes across your organization easier.
Standardize tasks and include all the details upfront.

Recreate tasks or entire epic structures in just a few clicks. With Issue Templates for Jira you can make change issues accurate and error-free. Make Jira simpler to use for everyone.
Keep user data accurate without manual effort.

Azure AD Attributes Sync enables fast and easy attributes synchronization. Sync user details from Azure AD with Jira custom fields. Keep user data up-to-date across systems without manual effort.

jira service desk apps itsm task management queues for jira and jsm

Simplify switching queues between projects.

With Queues for Jira & JSM, you can easily move information from one project to another. Import and export queues to quickly recreate them across instances.

jira service desk apps itsm task management dynamic forms for jira

Save time on creating issues and back-and-forth communication.

Use Dynamic Forms for Jira to give your team a better experience whilst creating issues. Configure necessary fields with only required information.

jira service desk apps itsm task management issue templates for jira

Automate assigning issues across the teams.

Copy field values from parent issues to their subtasks with Issue Templates for Jira. Calculate the date fields based on the current time to avoid mistakes. Automatically assign tasks to appropriate team members.

Reduce ticket backlog and system clutter.

Create multi-level queue structures. Minimize ticket backlog by providing clear visibility into which tickets need attention. Delete queues in bulk to keep the Jira environment uncluttered.

Task management in Jira

Simplify switching queues between projects.

With Queues for Jira & JSM, you can easily move information from one project to another. Import and export queues to quickly recreate them across instances.
Save time on creating issues and back-and-forth communication.

Use Dynamic Forms for Jira to give your team a better experience whilst creating issues. Configure necessary fields with only required information.
Automate assigning issues across the teams.

Copy field values from parent issues to their subtasks with Issue Templates for Jira. Calculate the date fields based on the current time to avoid mistakes. Automatically assign tasks to appropriate team members.
Reduce ticket backlog and system clutter.

Create multi-level queue structures. Minimize ticket backlog by providing clear visibility into which tickets need attention. Delete queues in bulk to keep the Jira environment uncluttered.

jira service desk apps itsm asset management issue sync pro

Simplify asset tracking across multiple projects.

Use Issue Sync Pro to keep asset-related issues synchronized across multiple Jira and Jira Service Management projects. Make sure all stakeholders stay on the same page.

jira service desk apps itsm asset management queses for jirs and jsm

Support coordination by clear responsibilities.

Easily assign issues connected with managing assets. Then, Queues for Jira & JSM allows to prioritize and sort them by time spent or other important metrics. This keeps asset management in order.

jira service desk apps itsm asset management extension for jira service management

Get better visibility into asset changes for smarter decisions.

Improve asset visibility with Extension for Jira Service Management. Link assets directly to tickets. Use JSM automated notifications, helping teams to track updates efficiently.

Asset management in Jira

Simplify asset tracking across multiple projects.

Use Issue Sync Pro to keep asset-related issues synchronized across multiple Jira and Jira Service Management projects. Make sure all stakeholders stay on the same page.
Support coordination by clear responsibilities.

Easily assign issues connected with managing assets. Then, Queues for Jira & JSM allows to prioritize and sort them by time spent or other important metrics. This keeps asset management in order.
Get better visibility into asset changes for smarter decisions.

Improve asset visibility with Extension for Jira Service Management. Link assets directly to tickets. Use JSM automated notifications, helping teams to track updates efficiently.

Jira service desk apps frequently asked questions

FAQ about Jira service desk apps for ITSM

What are the benefits of using SLAs in Jira Service Management for ITSM?

Service Level Agreements in JSM set clear expectations around response and resolution times. They let teams define rules based on request priority or type. It makes sure no tickets slip through the cracks. Thanks to this, issues get resolved faster, and team performance becomes more measurable. All this is great for staying accountable and improving service over time.
How does Jira Service Desk apps by Deviniti handle repetitive tasks for ITSM?
To handle recurring tasks, choose Issue Templates for Jira and Actions for Jira Service Management. These tools let you set up templates for common requests and automate workflows. It makes tasks like ticket creation and status updates happen automatically. You keeps things consistent and save your team from doing the same steps on repeat.

Read more on our blog:
- Jira ticket templates. The ultimate guide.
How does Jira Service Management support ITIL-certified processes?

Atlassian created Jira Service Management with ITIL standards in mind. That means it supports best practices across incident, problem, change, and request management. By following ITIL guidelines, JSM ensures teams can organize ITSM processes well. This is crucial for teams aiming to maintain a structured ITSM environment.
What support and training do Jira Service Desk apps for ITSM by Deviniti offer for users?

We provide a mix of resources to help you get the most out of our Jira Service Desk apps for ITSM. This includes detailed documentation, video tutorials, and knowledge base articles. Plus, our customer support team is on hand to answer all your questions. Whether you’re just starting or need advanced help, we’re here to support your team.
How do Jira Service Desk apps for ITSM by Deviniti compare to competitors in the market?

Our apps stand out by focusing on flexible ITSM solutions that fit into Jira’s ecosystem. We offer add-ons that extend Jira’s and JSM’s native capabilities. At Deviniti, we create plugins for teams that already invested in Jira or JSM and aim to deliver succesfull ITSM without switching platforms.
How does automation work within Jira Service Desk apps for ITSM by Deviniti?
Automation takes a lot of the manual workload off teams. You can set up rules that trigger actions based on ticket status, priority, or keywords. For example, if a ticket status is “urgent,” it can be automatically routed to a higher-priority queue. Automation is configurable. Teams can adjust it to match their workflow without coding. Plus, templates for common tasks keep everything consistent. Teams can manage repetitive requests faster which is great for both agents and users.

Read more on our blog:
- Automating tasks in Jira. How to deal with recurring Jira issues?
What measures are in place for data security and compliance within Jira Service Desk apps for ITSM by Deviniti?

Our apps support data security with data encryption, secure data syncing, compliance with GDPR, and other regulations. Since our apps operate within Jira’s ecosystem, they benefit from Atlassian’s security practices. They include role-based access and audit logs. This keeps sensitive data secure and compliant with industry standards.
What are the differences between Jira Service Desk and Jira Service Management?

Jira Service Management is the evolved version of Jira Service Desk. It adds ITSM-friendly features, including incident, problem, change, and asset management. Atlassian designed it to handle more complex workflows. It also integrates better with DevOps tools. All this makes it perfect for teams focused on comprehensive ITSM practices.
How can I customize the customer portal to better suit my organization’s branding?
Customizing the Jira Service Desk portal is straightforward. You can adjust the colors, logos, and portal language. Our Theme Extension for JSM can extend these options. It allows for more detailed customizations, like searcher, banners, and fonts. This way, users can get experience more aligned with your organization’s brand.

Read more on our blog:
- How to customize Jira Service Management portal?
Can I integrate Jira Service Management with CRM systems or communication platforms?

Yes! JSM supports integrations with popular CRMs (like Salesforce). You can also integrate it with communication tools, like Slack and MS Teams. Thanks to this, you manage sales and track communication right in the platform. Moreover, we offers integration tools that further expand this compatibility. Thanks to Issue Sync Pro and Azure AD Attributes Sync you can sync data across platforms with ease.
How does the self-service features work in Jira Service Desk for ITSM?

The self-service features allows users to help themselves without needing an agent. They can do it through a knowledge base and FAQ section in the customer portal. Users can search for articles related to their issues before raising a request. This not only helps them find answers faster. It also reduces the number of routine requests your support team has to handle.
What are the best practices for managing queues in Jira Service Management for ITSM?

To manage queues on a high level, set up filters based on priority, request type, or SLA target. You can create queues specifically for high-priority issues. This helps the team stay focused on tasks that need immediate attention. Use Queues for Jira and JSM. It gives you even more flexibility in organizing and tracking requests. Even when you manage multiple projects at once.
How can I ensure that my team is using Jira Service Desk right for ITSM?

Regularly review workflows and automate where possible. It will ensure your team isn’t bogged down by manual tasks. Training sessions on Jira’s features, along with tracking KPIs (like resolution times and SLA compliance), are also valuable. Take advantage of our resources, like blog articles and support. They can help teams stay efficient and adapt the tools to fit evolving ITSM needs.