What is Internal Service desk? What is the difference between Internal and External Service desk?

[Daria Pankratova]

Hi community, 

While creating a Jira Service Desk project, I have run into a new "Internal Service Desk" template (see the screenshot attached). Can you please tell what it is for? Also, what is the difference between the External and Internal Service desk? Unfortunately, I could not find much information on the Internal Service desk in the Internet. Your help is appreciated!

[Rodrigo Angulo]

@Daria Pankratova  just curious, are you on server, data center, or cloud?

[Jack Brickey]

The details of the templates tend to change so I can’t give you a side-by-side comparison. There may be something in the documentation so you may wish to look there as well. With that said the main difference I have found is in the workflows. The external one, usually is more involved and includes the concept of the customer (reporter) being the person that closes the issue. The agent will resolve it and then it goes to the customer to accept the resolution. There are other WF differences as well. There are also different issue types that are common for internal or external. 

I do wish there was better documentation at your finger tips when choosing a template. While there is the “what’s in this” link it isn’t very helpful IMO.

[Daria Pankratova]

Hi Jack, thank you for your comment. 

[Daria Pankratova]

Yes, I also could not find an official documentation describing the difference in more details. Your help is much appreciated.