How to use Jiwa Helpdesk

Owned by Max Avagliano
Last updated: Aug 26, 2024 by Julie Hanlon
3 min read

Why use the Jiwa Helpdesk

Here's why we prefer you to log your query, rather than phone or email:

Better Security - all your queries, requests and associated client documentation are kept securely in the portal

Staying Organised - all your queries and request are retained in the portal to allow for easy referral by us, by you and by others from your organisation.  It's easy for everyone to see the status and latest information relating to your case

More efficient - the best feature of the Jiwa helpdesk is that it saves everyone valuable time.  You're not relying on one person to become available to respond and we're notified instantly of your query.  The Jiwa helpdesk can easily direct each case to the best resource.

Getting a login

  • Go to User Hub - Jiwa- Click on Help Desk

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  • Your browser will redirect you to Customer Login - Help Center - Jira Service Management (atlassian.net)

  • Enter your Email address then Next 

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  • Click Sign up with password.

Follow the instructions in the email you’ve just received.

  • Check your email and click the Sign Up link



  • You will be then directed to complete the sign up process by providing your name and choosing a password.  Fill out the form and click the Sign up button.



You will then be presented with the Help Center (sic) start page




From here select the appropriate option.

Entering a service request

  • Login into Help Center - Jira Service Management (atlassian.net) and select Product Support.

  • In the Summary section, enter the title of your service request 

  • In the Description section, enter a description of your request

  • In End User Company Name, enter the name of the company using Jiwa that you’re raising this request on behalf of 

  • Consider including:

    • steps to reproduce an error

    • screenshots of the error (you can drag and drop or paste clip board from screen capture tools like MS Windows snipping tool)

    • In Components, list the affected areas of Jiwa

    • In Affects Versions, enter the Jiwa Version number including Service Release - in later versions of Jiwa you can find this in the bottom right of the login screen

    • other information that will clarify your request

  • Press Send

  • Once created, your service request may be accessed at any time by clicking on Requests button in the Help Centre after you log in.

Organisation requests

Where you have team members who need to have access to service requests lodged by other users, log a service request with us to tell us the helpdesk users in your organisation.  We will assign you all to the same organisation.  Once the organisation is created, you will be able to see requests and updates on other cases.

"Created by me" requests are requests that I have raised.  “Created by anyone” includes requests other users in my organisation have raised.

Clicking on either of those links will open a search filter.  Choose Created by anyone to see other organisation requests.