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What's new

With JIRA Service Desk 2.4, you can use new automation rules to make your service desk more efficient. You can also spice up the internal (for your team) and external (for your customers) comments you leave on tickets with the simplified wiki editor. Additional small feature updates include faster load times on the People tab, live queue updates, the removal of the round project avatar restriction and logos in the global help center, and improved searching on the Customer Portal.

Find out more below! 


Create automation magic in your service desk project

Help your teams stay on top of their workload by automating repetitive tasks and sending out needed alerts. Automation consists of rules that perform actions (e.g. alert agent) based on specific events (e.g. issue is created) and conditions (e.g. issue is high priority). 


Format your comments with the new wiki editor

When you're working on a customer request in the agent view, you no longer have to remember wiki markup to format your comment. Simply use the wiki editor toolbar (which you can collapse and expand) and JIRA Service Desk will apply the markup for you. 


Get live queue updates automatically

When issues are updated or created, they will appear in your queue in real time so you don't have to manually refresh your browser or click Update to view any changes. 

And more: 

  • Your customers can search by the reference ID (or issue key) on the customer portal to better locate existing service desk requests. 
  • We have removed the round customer portal logo restriction, and removed customer portal logos from the global help center.
  • We have improved performance on the People tab, which displays your service desk agents, customers, and collaborators. 

Fix list

See Issues resolved in JIRA Service Desk 2.4.

Upgrade information

JIRA Service Desk 2.4 is compatible with JIRA 6.4 or later. You'll need to upgrade JIRA to 6.4 or later before updating JIRA Service Desk to version 2.4. Before upgrading, please check End of Support Announcements for JIRA and the upgrade notes for the JIRA version to which you're moving. 

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