Getting started for service desk agents
On this page, we will introduce you to your workspace and walk you through the process of responding to your customers' requests.
Navigate your workspace
Open Jira Service Desk in your web browser. Take a few minutes to become familiar with the layout:
Queues 
Queues display issues submitted by your customers. These issues appear in queues configured by your administrator.
Customer Portal 
The customer portal link lets you see and interact with your service desk from a customer's perspective.
Customers 
On the Customers tab, you can search for existing customers in your service desk project, invite new customers (if public signup is enabled), and see how many issues each customers has submitted.
Reports 
Reports display your team's workload and the Service Level Agreement (SLA) goals configured by your administrator. You can also view any preconfigured service desk reports on this tab.
Work on customer issues
Your administrator has already set up customized queues to help organize incoming customer requests. Please contact your administrator if you need to change a queue's configuration or add a new queue.
Open an issue
- Select Queues and choose a queue to work from (e.g. Assigned to me).
- Open a customer request by clicking the issue Summary or Key.
- In addition to being able to edit and comment on a request, you can view a list of actions from the More menu. Hover over each action to display a brief explanation:
Leave a comment
- Review the issue and perform the needed task (e.g. grant the customer wi-fi access). Then select Respond to Customer. By default, you'll see a pre-populated greeting in the comment field that you can edit with your full response and then preview. (You can disable pre-populated commenting in your profile.) The message you type here will appear in the notification sent to the customer.
- Use the Internal comment tab to write your own note or to include another colleague on the issue by using the "@ mention" feature (type @username) and writing your comment.
Attach a file or image
- Copy and paste, or drag and drop, your attachment anywhere on the issue screen. You'll see the Add attachments dialog pop up.
- Add a comment and select Share with customer to send the attachment and comment to the customer, or Add to issue only to restrict the attachment and comment to internal users (e.g. other agents).
Resolve an issue
- Once the customer's request is completed, select Resolve this issue.
- Select a resolution (e.g. Done) and add any further details for the customer or your internal team. All participants on the issue will be notified of its resolved status.
Capture knowledge
If your administrator has linked your service desk with a Confluence space, you can capture your response as a knowledge base article. You can then easily reference this article when responding to a similar issue in the future. KB articles will also appear in the customer portal, directing customers to relevant information before they even finish submitting their requests.
- Click the Create KB article to enter the primary problem/desired outcome (or page title) and select the page template (How-To).
- Fill out the How-To template and save the page in Confluence. You will see that your issue is linked to this article for future reference.
Nice work! Want to learn more? Proceed to Working on service desk projects to learn more about what a service desk agent can do.