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ATL08 Use JIRA as Service Desk on your request on your request Contact Us

Use JIRA as Service Desk

Use JIRA as Service Desk

Overview

Course code: 
ATL08
Duration: 
1
Time Unit: 
Half day(s)
Overview: 

Get to know and work with JIRA Service Desk in detail

Topics

Topics: 

- Install JIRA Service Desk
- Create a Service Desk - Part 1
- Enable Internal User Directory in JIRA
- Disable SSO Seraph Authenticator and enable JIRA Seraph Authenticator for Crowd and JIRA
- Create a Service Desk - Part 2
- Customer Portal - Initial Setup
- Queues - Prioritising work (SD)
- SLA's - Best Way to Prioritise Queues (SD)
- SLA Cycles - Link SLA's (SD)
- Reports - Visualize Progress
- Access Multiple Portals via Help Center
- Manage Your Agents
- Agent Workload
- User Management - Managing Customers, Collaborators and Agents
- Email support for inbound requests
- Integrate JIRA Service Desk with a Knowledge Base

Prerequisites

Prerequisites: 

Know Atlassian JIRA = plus

Audience

Audience: 

- JIRA Service Desk Users & Administrators
- Non-technical people
- Helpdesk Team
- ...