Template

Employee Service Desk Template with Jira Service Management and Confluence

Deliver a seamless, centralized employee support experience using Jira Service Management for request handling and Confluence for accessible, self-service knowledge.

 

Employee Service Desk with JSM Atlassian Design Example

The Employee Service Desk Template establishes a modern, scalable support system where employees can submit HR, IT, Facilities, Finance, or Operations requests through a unified JSM portal. Confluence serves as the knowledge base for self-service articles, troubleshooting guides, and internal policies—reducing support volume and improving resolution speed.
This template ensures employees always know where to go and support teams can work efficiently, transparently, and with measurable outcomes.

Why you need an Employee Service Desk Template with Jira Service Management and Confluence

One Portal for All Employee Requests

IT, HR, Finance, Facilities, Legal, and Operations requests are consolidated into a single JSM portal with clear categories and SLAs.

Improved Self-Service & Reduced Ticket Volume

Confluence knowledge articles surface directly in the portal, helping employees resolve issues without waiting for support.

Streamlined Workflows Across Departments

Automated Jira workflows route requests to the right teams, track statuses, enforce approvals, and ensure timely updates.

Higher Employee Satisfaction

Faster responses, transparent request tracking, and easy access to information improve the employee experience overall.

Governance & Standardization

Unified intake forms, lifecycle workflows, SLAs, and approval processes ensure consistency across departments.

Supports Hybrid & Distributed Workforces

Employees can submit requests or find help from any location, increasing visibility and reducing email/Slack-based chaos.

Who will use an Employee Service Desk Template with Jira Service Management and Confluence

  • Employees – Submit requests, find answers, track progress, and access helpful documentation.
  • IT Support – Manage incidents, service requests, access approvals, and troubleshooting.
  • HR Teams – Handle onboarding, policy questions, employee changes, and HR inquiries.
  • Finance Departments – Process purchase requests, reimbursements, expense questions, and approvals.
  • Facilities/Office Management – Manage maintenance requests, equipment needs, and safety concerns.
  • Legal & Compliance – Review policy inquiries, audits, approvals, and mandatory documentation.
  • Operations Leadership – Monitor service delivery performance and optimize internal processes.

SOP Standard Operating Procedure Development Services

SOP Standard Operating Procedure Development Services

Employee Service Desk with JSM Atlassian and Refined Site

Employee Service Desk with JSM Atlassian and Refined Site

What is included in the Employee Service Desk Template with Jira Service Management and Confluence

  • Unified Employee Service Portal (JSM) - Custom categories for IT, HR, Finance, Facilities, and Operations with tailored intake forms and workflows.
  • Confluence Knowledge Base Integration – Self-service FAQs, troubleshooting articles, policies, and onboarding guides connected directly to request types.
  • Automated Department Workflows – Routing rules, approvals, SLAs, escalations, and notifications optimized for each service area.
  • Employee Request Status Tracking – Clear visibility into request progress through JSM’s customer portal interface.
  • Service Catalog Templates – Standardized definitions for services, request types, fulfillment steps, and SLAs.
  • Refined Portal Design (Optional) – Branded layouts, category tiles, and improved navigation for an intranet-like employee experience.
  • Cross-Team Escalation Rules – Automated issue linking and handoffs between IT, HR, Finance, and Facilities.
  • HR & IT Onboarding Automation – Provisioning workflows that trigger tasks for accounts, equipment, orientation, and documentation.
  • Reporting Dashboard (EazyBI Optional) – Insights into ticket volume, SLA trends, satisfaction scores, and department workload.
  • Role-Based Access Controls – Permissions and security levels to protect sensitive HR or Finance requests.
  • Mobile-Optimized Request Experience – Access and track support requests from any device.

This Template is an Integrated Part of Solution:

Templates that Integrate with Employee Service Desk Template with Jira Service Management and Confluence

FAQ about Employee Service Desk Template with Jira Service Management and Confluence

It’s straightforward. Each department can keep its own workflows, SLAs, and request types while sharing a unified portal experience for employees.

Yes. Many organizations begin with IT or HR and gradually add Finance, Facilities, and Operations as their processes mature.

Yes. Both the JSM portal and Confluence knowledge articles support multilingual content, making it suitable for global organizations.

The template replaces email-based intake with structured forms and workflows, and you can import or transition existing request data as needed.

 

 

No. Employees access the portal with a free customer role or via SSO, keeping licensing costs predictable.

 

Yes. Dashboards and exported reports can be shared as PDFs or embedded into intranet pages for non-technical audiences.

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