Trainings

Jira Service Desk Configuration

In this advanced course you will learn to master Jira Service Desk functionality while setting up a new project. You will perform all configuration necessary to ensure that all Jira Service Desk features are available for your resources. Looking for a more effective project? Combine this module with our Jira Project Configuration training. With both, you will be able set up a new portal and cover all options within Jira Service Desk — offering optimum usability for both agents and end users.

Level
Intermediate

Format
Remote

Target Audience
Jira Admins, Service Desk Coordinators and Configuration Analyst

Prerequisites
Jira basic knowledge and Jira Project Configurator knowledge

Topics:

  • Overview about Jira
  • Service Desk Use Case
  • Creating a Service Desk Project
  • Users and Roles in Jira Service Desk
  • Configuring the Request Types for Your Portal
  • Customer Permissions
  • Language Support (Cloud Only)
  • General Portal Settings
  • Requests by Email
  • Customer Notifications
  • Widgets (Cloud Only)
  • Satisfaction Survey
  • Integrate Knowledge Base
  • Configure SLAs
  • Jira Service Desk Automations
  • Create Service Queues • Create Reports