Atlassian has announced 3 new products in the recent Atlassian Summit 2003.  One of them is the JIRA Service Desk.

JIRA Service Desk is a JIRA addon that

• Allow customers to ask for help easier with an intuitive and clean interface.  They get to have the terms in their own language, different from what the IT team sees 

• Allows the helpdesk team to distinguish the urgent issues with powerful SLA rules

• Allow customers to solve their problems faster by suggesting solutions when they file the ticket 

For details, please refer to the video intro.