GLiNTECH - a Valiantys company

This course gives you a solid introduction to getting a service desk up and running using Jira Service Desk.

You’ll get hands-on experience performing the most crucial configuration tasks to set up your service desk. Topics include configuring and branding your customer portal, creating queues and SLAs for your service team, linking a knowledge base, adding participants, and automating your service desk.

The course includes a variety of business use cases to assist you in understanding Jira Service Desk administration, and best practices are emphasised for each topic.

Note: this course is not suitable for users of Jira Cloud.

Topics

• Introduction to Jira Service Desk
• Creating a service desk
• Setting up request types for your customers
• Creating queues for your service teams
• Creating service level agreement (SLA) metrics
• Linking your service desk to a Confluence knowledge base
  *Adding an email address to accept email requests from your customers
• Branding your customer portal and global help desk
• Adding agents, customers, and other Jira users to your service desk
  *Automating your service desk