329
Customers have installed this app in at least 329 active instances.
329
Customers have installed this app in at least 329 active instances.
    by Teamleadfor Jira Server 8.0.0 - 8.13.1, Jira Data Center 8.0.0 - 8.13.1 and more versions
    Versions available for Jira Server 6.2 - 7.13.18
    Unsupported
    Jira Service Management
    This app is compatible with Jira Service Management.
    Supported
    Teamlead supports this app.

    Get support

    Jira Service Management
    This app is compatible with Jira Service Management.
    Supported
    Teamlead supports this app.

    Get support

    Jira Service Management
    This app is compatible with Jira Service Management.

    HelpDesk for Jira is the main part of your service desk solution

    HelpDesk for Jira is the main part of your service desk solution

    HelpDesk for Jira is the main part of your service desk solution

    Customer Portals

    Service Level Agreements

    Tips&Tricks for agents

    One or multiple project-related or cross-project Customer Portals. You customers can easily get what they need to do to solve their problem with a clear user-friendly interface.

    Set your response time for every action and you will know what you have to do first and your clients will know when will get the answer.

    Use the OLA functionality – the time limit rules set for each involved team.

    Help your agents to make their work more productive avoiding chores - comments templates, similar issues, creating ticket from a comment and more.

    Customer Portals

    Service Level Agreements

    Tips&Tricks for agents

    One or multiple project-related or cross-project Customer Portals. You customers can easily get what they need to do to solve their problem with a clear user-friendly interface.

    Set your response time for every action and you will know what you have to do first and your clients will know when will get the answer.

    Use the OLA functionality – the time limit rules set for each involved team.

    Help your agents to make their work more productive avoiding chores - comments templates, similar issues, creating ticket from a comment and more.

    More details

    HelpDesk for Jira app built by Teamlead, Atlassian Gold Solution Partner as affordable Service Desk solution with advanced features

    Key highlights:

    • Multiple (single-project or cross-project) customer portals with unique customizable appearance.
    • Request tracking section with customizable layout.
    • Confluence integration.
    • Two-level SLA allows controlling not only the overall issue SLA but also the team-based SLA (~OLA) for the issue.
    • Similar Issues search.
    • The main Comment button is for an internal comment, not for a public one.
    • Quick creation of a new issue from a comment.
    • Collecting customer satisfaction via email.
    • Canned responses (comment templates) for your agents.
    • Extended mail handler for working with unlicensed users.
    • Compatible CRM for Jira app for managing customers.

    For more capabilities try our new Catalog for Jira app. It's a great solution for storing the cross-project lists of different entities right in your Jira. For example, you can organize your Service Catalog there.

    More details

    HelpDesk for Jira app built by Teamlead, Atlassian Gold Solution Partner as affordable Service Desk solution with advanced features

    Key highlights:

    • Multiple (single-project or cross-project) customer portals with unique customizable appearance.
    • Request tracking section with customizable layout.
    • Confluence integration.
    • Two-level SLA allows controlling not only the overall issue SLA but also the team-based SLA (~OLA) for the issue.
    • Similar Issues search.
    • The main Comment button is for an internal comment, not for a public one.
    • Quick creation of a new issue from a comment.
    • Collecting customer satisfaction via email.
    • Canned responses (comment templates) for your agents.
    • Extended mail handler for working with unlicensed users.
    • Compatible CRM for Jira app for managing customers.

    For more capabilities try our new Catalog for Jira app. It's a great solution for storing the cross-project lists of different entities right in your Jira. For example, you can organize your Service Catalog there.

    Reviews for cloud

    (17)
    Sign in to write a review
    by Ioannis Nikolaidis on 2017-05-18
    Very good HelpDesk alternative with excellent support and with new features to be added regularly!
    Was this review helpful?YesNo
    by Jonathan Hult on 2016-07-17
    Awesome add-on. Very responsive developer. I have run into a couple bugs which they were quick to fix. They also implemented new features that I wanted. The price is also incredibly reasonable for the functionality it provides. I highly recommend this add-on (we chose it over JIRA Service Desk).
    3 out of 3 found this review helpful
    Was this review helpful?YesNo

    Reviews for server

    (17)
    Sign in to write a review
    by Iryna Boychuk on 2020-06-04
    I was confused by change of price for renew license from $10 to $150 ?Any reasonable explanation why the price grow up in 15 times for renew?
    Was this review helpful?YesNo
    Teamlead

    Hi Iryna,

    Thank you for your feedback! Indeed, we've changed price model recently. In several past releases we've added some new features which make HelpDesk more flexible and useful, and we do our best to make it better with every release. So we hope that you will find new price reasonable.

    Anyway, we always appreciate feedback from our customers, and we will be glad if you write us on our Customer Portal, so we can discuss how to make our products even better.

    Kind Regards,Teamlead team.

    by Christopher Mahoski on 2019-03-08
    HelpDesk for Jira is a great product and alternative to Jira Service Desk! The extra project layer that Service Desk adds is often overkill for the simplified end-user participation and workflow needed by smaller organizations. HelpDesk for Jira has transformed the way that we as an IT shop connect and work with both internal and external customers. The new Confluence Wiki integration is just one example of recent, continued product development and the desire to make this a great overall solution instead of just simply a trimmed down Service Desk alternative. Additionally, Teamlead continues to be incredible at support and their willingness to help with questions and or enhancements is a extremely positive.
    1 out of 1 found this review helpful
    Was this review helpful?YesNo
    Teamlead

    Hi Christopher,

    Thanks for such kindly feedback! We are doing best.

    by Tim McGrath on 2018-03-29
    Useful, configurable add-on that has enabled us to engage more parts of the business with its stripped down interface and attractive front end. Much cheaper than ServiceDesk and very well featured for the price. The Teadlead support team are excellent, always respond very quickly and work hard to solve issues.
    Was this review helpful?YesNo
    Teamlead

    Thank you Tim!

    Nice to hear such lovely feedback!

    by Ioannis Nikolaidis on 2017-05-18
    Very good HelpDesk alternative with excellent support and with new features to be added regularly!
    Was this review helpful?YesNo
    by Jonathan Hult on 2016-07-17
    Awesome add-on. Very responsive developer. I have run into a couple bugs which they were quick to fix. They also implemented new features that I wanted. The price is also incredibly reasonable for the functionality it provides. I highly recommend this add-on (we chose it over JIRA Service Desk).
    3 out of 3 found this review helpful
    Was this review helpful?YesNo

    Reviews for Data Center

    (17)
    Sign in to write a review
    by Thomi Jourdan on 2020-10-11
    HelpDesk is a supergreat alternative for JSD. For us it is even the far better solution! It works perfect and gives us the opportunity to have a perfect customer servicedesk and one for our partnercompanys. We are just superglad! In plus: support is outstanding! Thanx for all your help!
    Was this review helpful?YesNo
    by Ioannis Nikolaidis on 2017-05-18
    Very good HelpDesk alternative with excellent support and with new features to be added regularly!
    Was this review helpful?YesNo
    by Jonathan Hult on 2016-07-17
    Awesome add-on. Very responsive developer. I have run into a couple bugs which they were quick to fix. They also implemented new features that I wanted. The price is also incredibly reasonable for the functionality it provides. I highly recommend this add-on (we chose it over JIRA Service Desk).
    3 out of 3 found this review helpful
    Was this review helpful?YesNo

    Cloud Pricing

    Server Pricing

    Data Center Pricing

    10 users$30025 users$40050 users$750100 users$1,375250 users$2,750500 & upAdditional pricing details
    50 users$400/year100 users$500/year250 users$600/year500 users$700/year750 users$750/year1000 & upAdditional pricing details

    Pricing FAQ

    How does server app pricing work?

    Server products and apps are hosted on your servers. This app is sold as a perpetual license, and the purchase price includes 12 months of maintenance (support and version updates).

    You can renew maintenance after 12 months at 50% of the current purchase price. You can upgrade the tier of your Atlassian product and app licenses at any time. Upgrade prices are calculated based on Atlassian's formula (view example).

    If app pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.

    How do I determine my server pricing?

    Apps are billed based on the number of users in your Atlassian product. For Jira 7.0 or later, the app tier should match the maximum tier of the licensed Jira products on your instance. For example, if you're running Jira Software (500 users) and Jira Service Management (25 agents) on the same instance, you should purchase the 500-user tier for apps. For versions of Jira prior to 7.0, the app tier should match the licensed user tier for Jira. Even if fewer users want to use the app than your Jira license, the two licenses should match exactly. Note: While this app has features specific to Jira Service Management, the app is technically available across the whole Jira instance. Therefore the above guidelines for the license tier still apply.

    Can I install this app in a Data Center product?

    Yes, this app has a Data Center approved version. If you're using a Data Center product, you should install the Data Center version of the app.

    Learn more about Data Center approved apps

    What type of license do I need if I'm using this app in a Data Center product?

    Because this app has a Data Center approved version, you should purchase a Data Center license for the app.

    If you already own a server license for this app, you can continue using the server license in your Data Center product for a limited period of time.

    Learn more about Data Center licensing

    Do you offer academic, community, or open-source licenses for server apps?

    For server apps, academic licenses are available at a 50% discount if you have an academic license for your Atlassian product.

    Community and open-source licenses are available for server apps. Learn more about community and open source licenses.

    Can I extend my free trial?

    For server apps, you can extend your app trial up to 5 times - in other words, for up to six months. Extend your trial by generating a new evaluation license key from Atlassian Marketplace. Click Try it free and you'll be directed to generate a new license. Paste this license key into the app listing in UPM from your Atlassian product, and you're all set.

    How can I buy apps for my legacy Jira Server or Confluence Server license?

    If you own a legacy Jira Server Unlimited (100+ users) or Confluence Server Unlimited (2000+ users) license purchased in 2012 or earlier, legacy app pricing is no longer available. You have two options for app purchasing:

    • Purchase the app at the non-legacy Unlimited (10000+ users) tier.
    • Renew your Jira or Confluence license at a non-legacy tier, then purchase the app at the same tier.

    Learn more

    Pricing FAQ

    How does Data Center app pricing work?

    Data Center apps are sold as an annual subscription. You are eligible for support and version updates as long as your subscription is active.

    If app pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.

    How do I determine my Data Center pricing?

    Apps are billed based on the number of users in your Atlassian product. For Jira 7.0 or later, the app tier should match the maximum tier of the licensed Jira products on your instance. For example, if you're running Jira Software (500 users) and Jira Service Management (25 agents) on the same instance, you should purchase the 500-user tier for apps. For versions of Jira prior to 7.0, the app tier should match the licensed user tier for Jira. Even if fewer users want to use the app than your Jira license, the two licenses should match exactly. Note: While this app has features specific to Jira Service Management, the app is technically available across the whole Jira instance. Therefore the above guidelines for the license tier still apply.

    Can I install this app in a Data Center product?

    Yes, this app has a Data Center approved version. If you're using a Data Center product, you should install the Data Center version of the app.

    Learn more about Data Center approved apps

    What type of license do I need if I'm using this app in a Data Center product?

    Because this app has a Data Center approved version, you should purchase a Data Center license for the app.

    If you already own a server license for this app, you can continue using the server license in your Data Center product for a limited period of time.

    Learn more about Data Center licensing

    Do you offer academic, community, or open-source licenses for Data Center apps?

    For Data Center apps, academic licenses are available at a 50% discount if you have an academic license for your Atlassian product.

    Community and open-source licenses are not available for Data Center apps. Learn more about community and open source licenses.

    Can I extend my free trial?

    For Data Center apps, you can extend your app trial up to 5 times - in other words, for up to six months. Extend your trial by generating a new evaluation license key from Atlassian Marketplace. Click Try it free and you'll be directed to generate a new license. Paste this license key into the app listing in UPM from your Atlassian product, and you're all set.

    Teamlead provides support for this app.

    Teamlead provides support for this app.

    Vendor support resources

    Documentation

    Find out how this app works.

    See existing Q&A in Atlassian CommunityAsk a question in the Atlassian Community

    Atlassian-hosted discussions connect you to other customers who use this app.

    Vendor support resources

    Documentation

    Find out how this app works.

    See existing Q&A in Atlassian CommunityAsk a question in the Atlassian Community

    Atlassian-hosted discussions connect you to other customers who use this app.

    Versions

    Version 1.22.0 Jira Server 8.0.0 - 8.13.1 Released 2020-11-19

    Summary

    Ability to restrict customer portals to groups

    Details

    Features

    • Customer Portal: a particular portal can now be restricted to groups of users. Use case: different kinds of customers with their own portals that should not be visible to other customers.

    Important! For those who use the functionality of the Create button within the My Issues section instead of Portals: as this functionality now goes again the permissions restrictions by portals, we decided to disable the button by default. You can enable the button in the Customer Area General Settings.

    Improvements

    • Customer Area: a user can reload the captcha on the portal login and signup forms.
    • Settings: admin can now explicitly select which projects are accessible via the Customer Area.

    Read more: release notes 1.22

    Versions

    Version 1.22.0 Jira Data Center 8.0.0 - 8.13.1 Released 2020-11-19

    Summary

    Ability to restrict customer portals to groups

    Details

    Features

    • Customer Portal: a particular portal can now be restricted to groups of users. Use case: different kinds of customers with their own portals that should not be visible to other customers.

    Important! For those who use the functionality of the Create button within the My Issues section instead of Portals: as this functionality now goes again the permissions restrictions by portals, we decided to disable the button by default. You can enable the button in the Customer Area General Settings.

    Improvements

    • Customer Area: a user can reload the captcha on the portal login and signup forms.
    • Settings: admin can now explicitly select which projects are accessible via the Customer Area.

    Read more: release notes 1.22

    Installation

    1. Log into your Jira instance as an admin.
    2. Click the admin dropdown and choose Atlassian Marketplace. The Manage add-ons screen loads.
    3. Click Find new apps or Find new add-ons from the left-hand side of the page.
    4. Locate HelpDesk for Jira - Customer Portal &SLA via search. The appropriate app version appears in the search results.
    5. Click Try free to begin a new trial or Buy now to purchase a license for HelpDesk for Jira - Customer Portal &SLA. You're prompted to log into MyAtlassian. HelpDesk for Jira - Customer Portal &SLA begins to download.
    6. Enter your information and click Generate license when redirected to MyAtlassian.
    7. Click Apply license. If you're using an older version of UPM, you can copy and paste the license into your Jira instance.

    To find older HelpDesk for Jira - Customer Portal &SLA versions compatible with your instance, you can look through our version history page.

    1. Log into your Jira instance as an admin.
    2. Click the admin dropdown and choose Atlassian Marketplace. The Manage add-ons screen loads.
    3. Click Find new apps or Find new add-ons from the left-hand side of the page.
    4. Locate HelpDesk for Jira - Customer Portal &SLA via search. The appropriate app version appears in the search results.
    5. Click Try free to begin a new trial or Buy now to purchase a license for HelpDesk for Jira - Customer Portal &SLA. You're prompted to log into MyAtlassian. HelpDesk for Jira - Customer Portal &SLA begins to download.
    6. Enter your information and click Generate license when redirected to MyAtlassian.
    7. Click Apply license. If you're using an older version of UPM, you can copy and paste the license into your Jira instance.

    To find older HelpDesk for Jira - Customer Portal &SLA versions compatible with your instance, you can look through our version history page.

    Similar apps