Getting started for service desk agents

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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: 

1 - Find your customer issues

The Queues tab displays issues filed by your customers. These issues appear in the order as configured by your service desk administrator.

2 - Become familiar with how your customers see the service desk

The Customer Portal link lets you see and interact with your service desk from a customer's perspective. 

 3 - Search for service desk users 

From the People 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 of your agents is working on in case issues need to be redistributed. 

4 - Track your performance

The Reports and SLAs tabs display your team's work against the expected response and resolution times of customer requests as set by your administrator.

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

  1. Click the Queues tab. 
  2. You will see the preconfigured queues set up by your administrator. Click My queue to see the customer issues that have been assigned to you. 
  3. When you see the issue you need to work on, click the issue's Summary or Key to review the customer's request.
  4. 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:

Respond to the customer

  1. Review the issue and perform the needed task (e.g. grant the customer wi-fi access). Then click the Respond to Customer button to type your response and preview it.
  2. 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:
  3. Attach a file by clicking the More menu at the top of the issue and selecting Attach.
  4. To ensure that the customer can access the attachment, add "^" in front of the image name and file extension (e.g. Screen Shot 2015-03-31 at 9.27.30 AM.png) to a comment surrounded by square brackets. You can also add a description of the attachment in the [description of attachment|^attachment name.fileformat:

    Here's what the linked description will look like:

Resolve an issue 

The customer receives a notification of your response via email and can then respond directly through that email channel or by following the link to your service desk's Customer Portal. Once the customer's request is completed, you can click the Resolved button to close the issue and the issue will disappear from your queue. 

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. 

  1. Click the Create KB article to enter the primary problem/desired outcome (or page title) and select the page template (How-To).  
  2. 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 the JIRA Service Desk documentation home linked below.

Last modified on Apr 2, 2015

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