Getting started for service desk admins

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

Let's take a quick look at Jira Service Desk...


  • Service desk administrators
  • Team managers

Time: 30 minutes


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: 


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:

Customer Portal. The portal will be seen by customers when they access your project.

Now that you're familiar with your service desk workspace, you can set up your own Jira Service Desk site and add your first project. 

Let's go!

Last modified on Nov 18, 2020

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