Get set up for customer service

Create a customer service project

You need to be a Jira administrator to do this step.

To create a project using the customer service template:

1. Select Projects > Create project.
2. Choose the Customer service template and hit Next.
3. Name your project.
4. Select Submit.

Your new project comes with a service catalog, recommended workflows, and basic reports. If you bundle Jira Service Management with Confluence, we also create a Confluence knowledge base. We recommend using this to record known solutions, FAQs and other articles that your customers can use to serve themselves. Try Confluence for free.

Create forms to collect the right information from your users

Our web forms make sure users give you all the details you need to give support or collect feedback. If you get all the information up front, you can:

• prioritize requests
• get them to the right agent
• give development teams the information they need to investigate and fix bugs quickly

We call these customizable web forms request types. To start, find the most common and urgent requests that users have sent your way, then make sure there's a corresponding request type for each of these.

To view or edit your request forms:

1. In your service project, select Project settings () > Request types. The forms there display in your web portal.

The customer service template comes with the following request types:

• Technical support
• Licensing and billing questions
• Product trial questions
• Other questions
• Report a bug
• Suggest a new feature
• Suggest improvement

Read more about request types.

Fill a knowledge base so customers can help themselves

A knowledge base stores how-tos, FAQs, and other short articles. Customers can use these to solve problems without contacting support. And, agents can use these to share knowledge and solve requests faster.

The easiest way to add a knowledge base to your service desk is to link your project to a Confluence knowledge base space. When you add a knowledge base to your service project, it benefits both your users and your agents:

1. Customers search and view relevant articles when they search the customer portal. They may find the answers they need without ever raising a request.
2. Agents find relevant articles when they work on issues. This saves time finding and writing common answers or onboarding new team members.

Learn more at Set up a knowledge base for self-service.