Bring your service desk to the next level

  1. Setting up your service desk
  2. Creating service desk request types
  3. Making queues for your service desk teams
  4. Adding service desk agents
  5. Customize your service desk channels
  6. Bring your service desk to the next level
  7. Introduce customers to your service desk
  8. Explore a sample project

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 the internal issue and 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.
  3. 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. 
  3. For more information, check out Setting up service desk reports

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 in the self-service customer portal before they even create a request:

Your agents can also take advantage of knowledge base integration by selecting Create KB article directly from an issue and saving their customer responses as articles for future reference:

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. In your service desk project, select Project settings Confluence KB
  2. Choose "Link to a knowledge base" to select the Confluence application and space to link your service desk project to.
  3. Check out Serving customers with a knowledge base to learn more.

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 Mar 12, 2018

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