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

We will use a custom workflow for the Support Request issue type, which is described next. It is almost identical to the default JIRA workflow, except for two additional states—Waiting for Client and On Hold:

From	To	Remarks
Open	In Progress...