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

Jira Administration: Getting a Service Desk up and Running