Jira Administration: Getting a service desk up and running

This course offers participants 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 emphasized for each topic.

• Create a service desk project
• Set up request types
• Create queues
• Create service level agreement (SLA) metrics
• Link your service desk to a Confluence knowledge base
• Add an email account
• Brand your customer portal and global help desk
• Add agents, customers, and other Jira users
• Create and customize automation rules

• 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