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 the SLA tab in their JIRA Service Desk workspace so they can easily reference their performance goals. Let's have a quick look at the SLA tab.

  1. In the SLA tab, click New Metric to create a new SLA metric for your service desk project.
     
  2. For more information, open SLAs in a new window or tab in your browser. 

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. Click the Reports tab to view the pre-configured reports in your project.
     
  2. Click New Report to create a new report or simply edit the pre-configured reports in your project. 
  3. For more information, open Reports in a new window or tab in your browser. 

Increase self-service with knowledge base integration

By connecting Confluence to your service desk project, you can help customers help themselves. Your customers can search for solutions to their problems in the Customer Portal before they finish filing a request:

Your agents can also take advantage of knowledge base integration by saving their issues as articles for future reference:

These KB articles will be a good resource for new agents in your service desk project and will help prevent existing agents from having to create the same response over again for related issues types. 

  1. Open providing self-help resources for your customers with a knowledge base in a new tab to learn about setting up an application link between your Confluence and JIRA Service Desk sites. 
  2. In your service desk project, click the Settings tab and then Confluence KB. Choose "Link to a knowledge base" and then the the linked Confluence space that you have chosen to store your knowledge base articles.
  3. Your agents will now see the Create KB button when you open customer requests and your customers will be able to search for existing KB articles in the Customer Portal. 

 

Want to learn more? Proceed to the  documentation home linked below!

Last modified on Dec 25, 2014

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