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
Queues
As an admin, you will set up and configure queues for your agents. Your agents will then view and work on issues from the same tab:
Reports
Use the Reports tab to view your team's workload. You can also set up custom reports to track your team's progress in more detail:
Project settings
Here, you will set up request types, brand your customer portal, link your service desk to an email account, and manage users:
Customer portal
This link lets you 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.
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