Does Service Desk have a client facing application?

[Stefan Briney]

Is there a client facing application that allows users to quickly create new tickets without browsing to the service desk web portal? Ideally an application that displays an icon on the task bar that allows a user to click and then fill out a new ticket form that will then populate that to the service desk server.

[Hernan Halabi - Elite IT Consulting Group]

 Not on the computer but yes for mobile. you could use the following app, I believe it will fit your needs

https://marketplace.atlassian.com/apps/1219125/mobile-for-jira-service-desk-portal?hosting=cloud&tab=overview

https://play.google.com/store/apps/details?id=com.infosysta.mobile.mfjsdp

We can help you with the licensing for certain

[Jack Brickey]

Hi Hernan, thanks for sharing the info on the addon. I did want to refer you to the Partner Guidelines for Community posts.

[Stefan Briney]

Unfortunately this still poses the same problem problem as the option above which is that it requires the user to go through more steps than is necessary to create a ticket. This would be useful for users that need to create a ticket while on the go, but that would be a limited use case.

[Jack Brickey]

You can make use of the Widget capability. If you have a webpage that a customer could hit, e.g. your company's webpage then you can add a "Help" button in the bottom right corner. The customer can click it and enter a request. This does not allow them to view open issues, that requires the portal.

[Stefan Briney]

Unfortunately this doesn't help with the initial issue which is reducing the workflow required for a user to create a service ticket. We need a system that allows for a ticket to be generated outside of using a browser, specifically a taskbar button that could be clicked on a users windows OS task bar that would then open a create ticket option that would allow them to fill out the necessary fields for their ticket, which would then send that ticket directly to the service desk.

[Jack Brickey]

you would have to develop an client app for this. You might check the Marketplace.

[Jack Brickey]

Note that there is a new Jira Mac app that works quite well. However, this doesn’t help Customers as the app is for users of the application.