Getting started for service desk admins

Getting started with JIRA Service Desk

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Welcome to JIRA Service Desk for admins! In this tutorial, we'll introduce you to your workspace and walk you through the process of setting up a service desk project for your team of agents and a corresponding customer-facing site (which we call the Customer Portal). We'll be focusing on basic JIRA Service Desk features and tasks to help you get up and running quickly. By the end of this tutorial, you will have: 

  • Set up 1 service desk project

  • Added 3 agents

  • Prepared your Customer Portal to receive customer requests

A quick look at JIRA Service Desk:

Audience:

  • Service desk administrators
  • Team managers

Time: 30 minutes

1 - Queues

As an admin, you will set up and configure queues for your agents. Your agents can then view and work on issues that have been triaged into these queues from this tab.

2 - People

This is where you can add new agents, customers and additional admins to your project. You can see what each user group has permission to access.

3 -  Settings

This is where you will administer request types, email communication channels and workflow statuses for your team. You will also be able to customize the theme and branding of your Customer Portal.

4 - Customer Portal

This link lets you view and navigate the customer view of your service desk project. 

Now that you are familiar with your service desk workspace, you can set up your own JIRA Service Desk site and add your first project. 

Last modified on Nov 4, 2014

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