Getting started with Jira Service Desk

Jira Service Desk overview

Jira Service Desk combines the productivity and power of the Jira platform with an intuitive user experience that allows service teams to focus on the customer. Throughout this tutorial, we will reference the example of a new customer who uses Jira Service Desk to send requests to his company's IT Team so he can settle into his new role. Here's how the customer and a service desk agent work together to resolve a request using Jira Service Desk: 

1 - Customer needs assistance and submits a request to Jira Service Desk.

2 - Service desk agent picks up the issue.

3 - Customer and service desk agent discuss the problem.


4 - The customer is satisfied and the service desk agent resolves the issue!

 

Request vs. issue

Your customers submit a Jira Service Desk request through the customer portal or by email. These requests become issues that your  agents work on internally in the Jira Service Desk agent view.

How customers see a request in the customer portal:

How agents see an issue in the Jira Service Desk agent view:

 

 

Jira Service Desk roles

There are three main roles in Jira Service Desk: administrator, agent, and customer. This guide focuses on the two licensed roles: administrators and agents. The administrator sets up and configures Jira Service Desk projects. The agent works with the preconfigured service desk projects. Service desk customers are free and do not require a license. You can invite an unlimited number of customers to your service desk projects. 

Admin

User with administrative rights for your service desk who can: 

  • Access all features in Jira Service Desk
  • Add and remove users to and from service desk projects
  • Configure the customer portal, request types, queues, reports and SLA metrics
  • Perform all tasks outlined in Admin and Agent tutorials

Agent

User who works on and resolves customer requests who can: 

  • Access the internal service desk interface
  • View the customer portal, queues, reports and SLA metrics of assigned service desk projects
  • Add, edit and delete customer-facing and private comments on issues
  • Manage knowledge base content

Ready to dive into Jira Service Desk?

Click the admin or agent buttons below to proceed. 

Last modified on Mar 12, 2018

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.