Hi,
I opened https://jira.atlassian.com/browse/JSD-2116 as I don't see any progress in this issue with regards to what you guys are discussing and which is also highly important to me.
Feel free to vote, please!
Cheers, Martin.

Is this going to be part of the Jira Service Desk improvements road map?

@jason
This looks like an excellent suggestion, but I wonder if the Atlassian guys will notice it... (They have closed the issue after all.)
I'm not sure what the proper procedure for this is, but seeing as you can't reopen this issue I would suggest creating a new one.

Thinking on this a bit more... I guess they could resolve some of these issues by forcing you to bind a JIRA Project up to one and only one service desk – i.e. it would be a pick list and free form JQL wouldn't be used as with Agile boards. When setting up a new service desk you would only be able to bind it to projects which weren't already allocated against a different service desk. A given project wouldn't be able to show up under more than one service desk.

@elvir
This is supposition on my part, but i don't expect that part to change. Recall how JSD calculates the SLA's for tickets. I think that by binding the Service desk to be 1 to 1 with a project, they avoid any issues with a particular ticket being held against 2 different SLAs (because it matched 2 different 'service desk' filters, assuming it was possible to define a service desk with a JQL query similar to agile boards). Also recall for performance reasons those SLA's are calculated and then cached in the ticket as a field. So assuming a given ticket matched the filter for multiple service desks, how would that work? they'd have to implement something pretty arbitrary and confusing like present a different SLA # depending on which context the user was viewing the ticket? (from service desk portal 1 or service desk portal 2?) What if they are simply doing a normal JQL search (under issues->search for issues) Which should be shown? (all?)

Due to some fairly tough design questions such as these, i don't expect we'd ever see a JQL based definition of service desks. Recognizing this was the likely scenario – my team was merely hoping for the ability to drive end users at a single point of entry(which could then branch to the many different service desks we have set up in JIRA), something that the help center seems to at least partially resolve.

I think this feature is a step in the right direction.

@jason
Thank you for the link.

What I understood is that the global help center is kinda a list of all your service desks. How ever each service desk is linked by a 1:1 relation to a unique JIRA project.
Meaning that for e. .g. You will not be able to display issue from service desk B (project B) in the queues of service desk A ( project A).

Cheer up

@Caesar: https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+2.5+Release+Notes#JIRAServiceDesk2.5ReleaseNotes-What'snew

Correct me if i'm wrong, but it looks to me like that feature (global help center) was released on in JSD 2.5, which was just released on June 15th, just one day before you made your comment.

Separate service desks per customer is one option, but you should be able to do different SLAs per customer if you track customer as a field. If your service desk portals will be drastically different per customer, you may want to consider separate portals.

Dashboards can be used to offer very similar views to the service desk field using JQL queries, but unlike the service desk view, can span projects, so that might work well for your circumstance.

Hmm I think than we can't use ServiceDesk for our company.
We have around 80 Agents, splitted in several teams. Every team (3-7 members) have around 4 up to 10 different customers. Sometimes every customer have a different SLA on specific request types which also depends on the customer.
For my understanding it is better to make an own Service Desk for every customer?

We can't tell the team that they should switch their ServiceDesk to get all the queues.

We have to think about how to manage all customers within one Project (we have a role-based permission set).

Mate, I reckon you need to further investigate the features of JIRA and Service Desk, with the enabling of HELP CENTER, you can put all the Service Desk Portal in one interface, elvir is correct, you will use the dashboard to view all the issues created in service desk which is the Interface entry for all of your agents. I did this setup in our company and it looks fine. The difficulty is the access and permission for all of the projects, I know you can set it up by role based but there is a lot of works attached to it. I suggest that you get a product demo from them of one of the re seller, I suggest consult with Service Rocket.