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Mastering JIRA 7 - Second Edition by Ravi Sagar

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Setting up JIRA for helpdesk/support tickets

Companies that have software products and applications used by various customers or clients usually need a system where their users can raise complaints, suggestions, and feedback. There are various dedicated open source and proprietary tools for this activity, but JIRA can be easily customized to act like a helpdesk or a support ticketing system.

Issue types

The helpdesk has a mechanism to capture support requests for customers. We will also create a new issue type called Support Request for this purpose:

Scheme name

Issue types

Remarks

Helpdesk—Issue Type Scheme

Support Request

Improvement

Bug

New Feature

New User Request

Sub-task

This creates issue types that are not available

Workflow

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