Help Desk Services presentation

Do your software designers also it agents operate in different systems? Would you lose visibility whenever you by hand transfer work out of your help-desk software for your bug and problem tracker?

Enter JIRA Service Desk, a brand new service management solution from Atlassian. Built on the top of JIRA, JIRA Service Desk provides you with one platform to trace both tickets and also the back-finish problems that frequently cause them. With incident management, self-service, SLAs plus much more, we provide you with all you need to generate a robust and intuitive IT service desk.

JSD20HeroITTeams

Watch the web seminar on-demand now!

Throughout this 20-minute presentation, learn to:

  • Develop a rock-solid IT service desk using JIRA Service Desk
  • Link service tickets in JIRA Service Desk to issues in JIRA therefore it agents can collaborate with designers to deal with root problems
  • Get visibility across issues and tickets having a single integrated solution

The questions you have, clarified

Throughout the web seminar, there have been over 200 questions requested by audience people. Our Q&A team chose their top ten inquiries to answer within this blog. Enjoy!

Q1: Are internal comments a pure JIRA Service Desk feature?

A1: Yes, internal comments only appear in JIRA Service Desk issues. This causes it to be to ensure that teams can collaborate on the customer problem with no customer viewing the conversation history.

Q2: Does each JIRA Service Desk customer require a JIRA license too?

A2: A person is definitely an consumer that may submit demands for your service desk. Clients don’t count as JIRA customers, so that you can have as most of them as you would like! Each agent can serve limitless clients. Regardless of whether you serve 100 or 100Thousand, clients have the freedom.

Q3: Do your clients require a Confluence license to see the understanding base?

A3: To be able to use search in the Customer Portal, clients should be Confluence customers with permission to see the area Or even the Confluence space must allow anonymous access. When the Confluence space is to establish to permit anonymous viewing, any user can search the service desk when they’re investing in demands. You are able to allow anonymous use of your Confluence space, meaning anybody can observe your understanding articles free of charge.

Q4: Will clients, who don't have JIRA licenses, receive emails for public comments?

A4: Yes, clients and then any participants around the service desk ticket will get notices via email for updates on their own request.

Q5: Can One create a are accountable to show the number of tickets have breached SLA?

Q6: What are the situation studies available?

A6: We're grateful to possess clients like Twitter and Vistaprint to talk about their success with JIRA Service Desk.

Q7: How can designers collaborate on the service desk ticket?

A7: A JIRA user can collaborate by having an agent on the help ticket by reading through and leaving comments around the problem itself. It is recommended that when the service desk ticket needs a bug fix, the developer produces their very own JIRA problem and links the 2 tickets. On developer also it collaboration here.


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