Jira Service Desk Server for Agents and Administrators
less than 3 hours.
updated February '18
Jira Service Desk for Agents and Administrators covers the functions and concepts of Jira Service Desk and is intended for agents and new Jira Service Desk administrators. After this course, you should be able to run your Service Desk with useful SLAs and queues, support your customers through a well-designed customer portal, and manage the whole system with automation and updated customer notifications.
If you're newer to Jira, we suggest completing Jira Server for Beginners and Jira Server for Power Users before taking this course.
If you're brand new to Jira Service Desk, this chapter will teach you what it is and how to navigate its interface. You will also learn about how to manage its license, dive deep into its global configuration, and how Service Desk fits into Jira.
Introducing Jira Service Desk
Licensing and General Configuration
Navigating Jira Service Desk
Path of a Request
Creating a Project
You can create a Jira Service Desk project, or you can convert an existing project to work with Service Desk. In this chapter, you will learn about project creation, permissions, and providing access to customers and teams.
Creating and Converting a Project
Permission Settings and Roles
Chapter 2 Activities
Building the Customer Portal
The Service Desk Customer Portal is how your users will submit issues. We'll guide you through the various settings that are available, how to create and edit request types, and how to integrate your service desk with a Confluence knowledge base.
Customizing the Customer Portal
Knowledge Base Integration
Chapter 3 Activities
Triaging Support Requests
Service Level Agreements (SLAs) are a way to measure how well you are meeting your customer's needs. In this chapter, we'll teach you how to create and monitor SLAs, and then how to build queues with automatic triaging that is driven by your SLAs. Last, we'll cover how to use Jira Service Desk's automation rules to extend your triage and improve your responsiveness to customers.
All About SLAs
Working with Queues
Creating an Automation Rule
Chapter 4 Activities
Email and Customer Notifications
While many customers will use the Customer Portal to interact with your service desk, you can also enable email functionality. This chapter will teach you how to enable email requests and notifications in Jira Service Desk and how to format your customer notifications using Velocity.
Template Formatting and Velocity
Editing Customer Notifications
Chapter 5 Activities
Jira Service Desk Reports
In this chapter, we talk about the different types of reports in Jira Service Desk, as well as how to set up dashboards to monitor Service Desk activity.