Bring your service desk to the next level

Now that you have your basic service desk up and running, you can learn about the following advanced features.

Serve your customers and your team better with SLAs

Service-level agreements (SLAs) help you communicate service agreements to your customers and keep track of your team's performance. An SLA consists of a time metric and a corresponding goal or target. As the administrator, you can configure each SLA metric and goal using the Jira Service Desk SLA designer. SLA information will appear in both the customer-facing request and the internal issue. Your agents can also view SLA goals by going to Reports > Workload when they log in to your service desk project. Let's have a quick look at where you can create a new SLA metric. 

  1. In your service desk project, select Project settings > SLAs
  2. Select New Metric to create a new SLA metric for your service desk project.

For more information, check out Setting up service level agreements (SLAS)

Track your team's success with reports

Jira Service Desk lets you display selected SLA metrics and goals in interactive reports. Reports can be used to help you visualize your team's performance so you can identify bottlenecks and optimize your team's workload. Your team of agents can then view the read-only versions of your reports to see how they are tracking towards their goals. Let's now have a quick look at the Reports tab. 

  1. From your service desk project sidebar, select Reports to view the pre-configured reports in your project.
  2. Select New Report to create a new report, or simply edit one of the pre-configured reports. 

For more information, check out Setting up service desk reports.

Solve requests faster with a knowledge base

You can deflect common requests and solve issues faster by linking a Confluence knowledge base to your service desk project. When you link a knowledge base to your project, customers can search for solutions in the portal and help center before they raise a request:

A knowledge base helps agents, too. When they work on issues, they can see related knowledge, search for solutions, and create new articles from issues.

Customers can use the articles to self-service problems, and agents can use them to solve requests faster. Everybody wins.

To learn more about linking a knowledge base to your service desk project, see Serving customers with a knowledge base



You're almost done! We'll now review the ways customers can contact your team and be informed of updates to their requests.

Last modified on Nov 7, 2017

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