Receive a brief overview of the JIRA Service Desk software.
- [Instructor] JIRA Service Desk is Atlassian's newest tool that works with their hit product, JIRA. It can be a very valuable solution to implement in your company. So, what is JIRA Service Desk? Well, if you have experience with Atlassian's JIRA, you're about 85% there in terms of understanding the ticketing system and overall functionality. Service Desk adds an additional layer of functionality on top of the core JIRA experience. While JIRA allows customization of a branded ticketing database, JIRA Service Desk takes that one step further, giving you access to tools to build out a client-facing portal to track common requests and questions.
This is a customer service-centric product meant to be used in tandem with JIRA. JIRA Service Desk also has an additional functionality and compatibility with Confluence. This compatibility allows you to build a knowledge base in your Confluence instance that users can be directed to if their request matches previously written documentation. The customer portal that JIRA Service Desk allows you to build is a much more simplified input interface, when compared to standard JIRA ticket creation. This eliminates the need for onboarding for the users that will file the tickets within Service Desk itself, as the ticket creation process is streamlined.
Users filing tickets through the portal are known as customers. These customers do not count toward your overall license count, but they are limited in what they can actually do within the instance. Another requirement of a customer service-based ticketing system is the ability to track and report on SLAs. SLAs, or Service Level Agreements, are the expected response times for any kind of ticket. By being able to actually configure this window of time, you can easily see how many tickets are exceeding it, which tickets are exceeding it, and other information to identify trends, which should, hopefully, lead to solutions.
Once a ticket has been created by the customer through the portal, it transitions internally into the JIRA instance. This ticket is acted upon in a very similar fashion to how standard tickets are acted upon at this point. Users inside the JIRA project can only act upon the tickets, if they have the additional application role, known as Agents, being a member of the service desk team. Agents and customers can interact through the external commenting system. Agents and other users of the instance can communicate on the same ticket through an internal commenting system.
By utilizing another Service Desk-only feature, Automations, you can automatically transition your issue through the workflow, based merely on commenting on the issue itself. JIRA Service Desk not only adds a large amount of functionality to any customer service department, its ticketing system can also be used by internal support teams, like Facilities, IT, and DevOps. By utilizing these different projects and the specialized workflows contained therein, your internal team can increase productivity and efficiency in handling a myriad of both internal and external requests.
Next, I'm going to show you an example of a Service Desk project in action.
- What is JIRA Service Desk?
- Creating requests and groups in the customer portal
- Creating new queues
- Linking to the knowledge base
- Configuring incoming email requests
- Adding automation with workflows
- Creating an SLA