• Contact us
  • Search

    Atlassian training

    Jira Service Desk Administration

    A solid introduction to getting a service desk up and running using Jira Service Desk

    JIRA@2x copy
    In this course, 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.

    Should Cloud customers take this course?
    It depends. What you learn in this course applies to Jira Service Desk Cloud. However, there are some differences The UI and navigation in the course differs from the Cloud product you have. If you are OK with this, then you will benefit from taking this course.

    Topic

    • 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

    Prerequisites

    • If you're solely responsible for setting up a Jira Service Desk project, there are no prerequisites.
    • If you're also responsible for setting up Jira company-wide, you should have completed Jira Administration Part 1 or have equivalent experience.

    After completing this course, you will be able to:

    • 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

    Certified training

    Trainees will receive an official certificate of attendance upon completion.

    Training Partner Dec 20210

     

     

    Duration:

    One day

    Type

    Hands-on course with exercises and learning material

    Audience

    Jira Administrators, Service Desk Administrators, Service Desk Managers, Team Managers, IT Managers

    Upcoming trainings

    Empower your entire team with new skills

    Contact us to plan this training just for your team.