The desk

Tickets

The ticket list from Jira or Zendesk. Public Jira Service Management portals are not supported.

7 min read

What Tickets is

Sidebar Tickets is the helpdesk queue when Jira or Zendesk (or ServiceNow) is connected. It is not History. Open a ticket into Investigate, or paste if the connector is red.

Internal vs Public

When you post a comment from Tickets, History, or Send summary, choose Internal or Public. External posts must be ON. Default is Internal.

  • Zendesk Public — requester-visible comment
  • ServiceNow Public — Additional comment (not a work note)
  • Jira Internal — project-visible issue comment via the issue API

Jira Public is not JSM Public

Jira Service Management customer-visible replies are not supported. Arcus does not call the Service Desk comment API. OAuth lacks write:servicedesk-request. An API token does not unlock Public on Software projects (SCRUM). The Public radio is disabled for Jira — use Internal, or Copy and paste into the JSM portal.

Next

Jira: tickets and filing bugs
Connect Jira for the queue and for File bug. Email + API token works today; org OAuth is optional.
How investigations work
What Arcus reads, how it reaches a root cause, and how to check its work.
File a bug
Turn the investigation into a bug draft. Copy puts it on the clipboard. Created means the tracker accepted it.