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  1. Jira Service Management Cloud
  2. JSDCLOUD-152

Use JIRA Service Desk on a mobile device (mobile site, native app)


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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      There are many situations where you want to use JIRA Service Desk on the go.
      There are different scenarios from the customer and support site so you will need both a mobile optimised service desk and a native mobile app.

      The existing JIRA mobile interface doesn't capture all the needs. It's also a different user experience if you compare it with service desk.

      As a customer i want:

      • Track the progress of my issues
      • Create new requests
      • Comment on my issues
      • Upload a photo of a defect
      • Search the knowledge base

      As a support agent i want:

      • Don't print the issue to have all details of the issue with me
      • Change the status of the issue on the go (workflow)
      • Create new requests or sub tasks
      • Upload a photo of a defect
      • Search the knowledge base
      • Able to add request participant
      • Able to add comment internally or share with customer
      • Able to set the Request Type field

      That are only a few of my thoughts.

      The JIRA mobile interface is actually really basic for service desk users.
      I know there are many JIRA apps on the App Store but an official app from Atlassian for JIRA Service Desk Customers would be good deal.

            ckhatchikian Carlos Khatchikian
            4e81381d415c Tim Eddelbüttel
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