Jira SoftwareProject and issue tracking
Jira Service DeskService desk and customer support
Jira CoreManage any business project
ConfluenceDocument collaboration
BitbucketGit code management
Products
Resources
- Best practices for teams using Jira Service Desk
- Best practices for IT teams using Jira Service Desk
- Create a service desk project using the IT service desk template
- How can I help customers serve themselves with a knowledge base?
- How is a service catalogue used in my IT service desk?
- How is IT Infrastructure Library (ITIL) used in Jira Service Desk?
- Which default service desk workflows help IT teams work better?
- Best practices for change management
- Auto-approve standard changes
- Coordinate changes with a calendar
- Customize the default change management workflow
- Default form fields for change requests
- Designate your approvers
- Enforce an approval step for change reviews
- How do you set the time limit for reviewing normal changes?
- Remind change reviewers automatically
- What is the change management workflow process in your service desk?
- Best practices for incident management
- Best practices for automatically prioritizing incident requests
- Create an automation rule to prioritize your service desks incident requests
- How do I create a matrix using impact and urgency values?
- How does Jira Service Desk automatically prioritize requests?
- How impact and urgency is used to calculate the priority of an incident
- How should my team define the impact and urgency of service desk requests?
- Set mandatory fields to automatically prioritize incident requests
- Best practices for problem management
- Create a problem issue
- Customize your problem workflow
- Default fields for problem requests
- How do I document known errors in my linked Confluence knowledge base?
- What is Jira Service Desk's default problem workflow?
- What is the aim of problem management?
- What is the Information Technology Infrastructure Library (ITIL) problem management process?
- Best practices for managing service requests in your IT service desk
- Best practices for collaborating with teams in other Jira products
- Give other Jira users permission to comment on service desk issues
- Create a linked issue to collaborate with other Jira products
- Give other Jira users permission to view service desk issues
- How can custom fields be shared between Jira Service Desk and Jira Software?
- How can service desk and development teams work together with Jira Service Desk and Jira Software?
- What can Jira team members do if a Jira Service Desk issue is shared with them?
- Best practices for working on bug reports with Jira Software teams
- Add a step to involve your development team in resolving bugs
- Customize the workflow for bugs
- How do custom fields help collect the right information across Jira Service Desk and Jira Software?
- How do service desk agents and the development team work on bug reports together?
- What can I do to improve the way customers report bugs?
- What workflow helps service desk agents resolve bugs?
- Best practices for serving external customers
- Configure a classic service desk project as an administrator
- Triage customer requests for your agents with queues
- Categorize customer requests into request types
- Create a request type
- Customize the fields of a request type
- Customize the workflow statuses for a request type
- Organize request types into groups
- Overview of Jira Cloud workflows
- What are hidden fields and unsupported fields in request types?
- What are request types?
- What can I do to help customers find the right request type?
- Receive requests from an email address
- Add a custom email account
- Add request participants through email
- Adjust the global email settings to troubleshoot email channel issues
- Change email channel settings for multiple service desk projects
- Check your connection to troubleshoot email channel issues
- Choose a request type for email requests
- Delete a domain from the allowlist
- Edit domains on the allowlist
- How are domains added to the allowlist?
- How do customers send requests by email?
- How does Jira Service Desk process email requests?
- Jira Service Desk email process for POP, IMAP, and cloud addresses
- Verify your linked email account
- What are the customer permission settings for email requests?
- Receive requests from an online portal and help center
- Customize the look and feel of your help center and portal
- Collect requests from anywhere with an embeddable widget
- Add and remove customers
- Group customers into organizations
- Set up service desk users to work on requests
- Set up notifications for your customers and team
- Customize your customer notifications' look and feel
- Set up a knowledge base so customers can serve themselves
- Provide help in multiple languages
- Add translations to serve customers in different languages
- Change your service desk project's default language
- How are translations kept up to date?
- Let customers know how to set their language preference
- Review or update translations for custom content
- Review, update or add translations for email templates
- Stop supporting a language
- What default content is automatically translated when you change your service desk language preferences?
- What is language support?
- Why change the customer portal default language to match the customer's native language?
- Choose customer permissions for your service desk and Jira site
- Set up an approval stage for a request
- Discover new trends with service desk reports
- Create service level agreements (SLAs) to manage your team's service goals
- Collect customer satisfaction (CSAT) to get direct feedback on your team's performance
- Set up rules to automate repetitive tasks
- Try one of our common automation recipes
- Keep track of your team's items with asset management
- Add additional asset fields
- Change the name of the linked asset field
- Delete an asset field
- Filter asset search results
- Give customers permission to link assets from the help center
- Hide an asset field
- Install an asset management app
- Link an asset to an issue
- Uninstall your asset management app
- What is asset management?
- Integrate your service desk with other products and apps
- Use Jira Query Language (JQL) to create service level agreements (SLAs)
- Get started with Jira Service Desk for admins
- Get started with Jira Service Desk for agents
- Help customers as a service desk agent
- Work on customer requests
- Use the issue view to resolve customer requests
- Add request participants from the issue view
- Approve or decline a request from the issue view
- Changes to requests in the new issue view
- See the details of a request from the issue view
- See the issue view of a customer request
- Talk to the customer or service desk team members from the issue view
- Transition an issue through its workflow from the issue view
- What actions can agents take in the issue view?
- What is the issue view?
- Who are the people involved in a customer request?
- Manage your incoming requests with queues
- Write and share effective knowledge base articles
- Add a knowledge base article to multiple categories
- Categorize knowledge base articles
- Delete a knowledge base article category
- Feature relevant knowledge base articles in your help center
- How can I use keywords to help people find articles?
- Search for a knowledge base article in a request
- Share article links with customers from your knowledge base
- Share knowledge base articles with customers in a request
- What are the benefits of knowledge base categories?
- Why write and share knowledge articles?
- Write knowledge base articles
- View service level agreements (SLAs)
- Learn the Jira fundamentals that power Jira Service Desk
- Get to know the new Jira experience
- Work with requests and issues in Jira Cloud products
- Attach files and screenshots to issues
- Create issues and sub-tasks
- Create issues with the CSV importer
- Edit and share issues
- Edit multiple issues at the same time
- How can my Jira admin customize issues for my team?
- Link issues together
- Log time on an issue
- Move a request to another service desk
- Schedule an issue
- Use advanced search with Jira Query Language (JQL)
- Use basic search and filters to quickly find requests and issues in Jira Cloud products
- Manage your Jira user profile
- Manage and administer next-gen service desk projects
- What are Jira Service Desk next-gen projects?
- Get early access to the next-gen Jira Service Desk experience
- Create, edit, and delete next-gen service desks
- Set up request types in next-gen service desks
- Customize a request's fields in next-gen service desks
- Manage how work flows in your next-gen service desk
- Add people to next-gen service desks
- Manage assets in your next-gen service desk
- Add asset fields in next-gen service desks
- Change the name of a linked asset field in next-gen service desks
- Delete an asset field in next-gen service desks
- Install an asset management app for next-gen service desks
- Link an asset to a request in next-gen service desks
- Uninstall your asset management app for next-gen service desks
- What is asset management for next-gen service desks?
- Support multiple languages in next-gen service desks
Best practices for IT teams using Jira Service Desk
Jira Service Desk is based on the IT Infrastructure Library (ITIL) set of practices that focus on aligning IT services with business needs.
How is a service catalogue used in my IT service desk?
The IT service desk comes with pre-loaded request types.
How is IT Infrastructure Library (ITIL) used in Jira Service Desk?
Jira Service Desk contains default templates that allow you to customize your service desk.
Which default service desk workflows help IT teams work better?
Jira Service Desk contains default workflows that can be used as a basis for creating customized workflows.
How can I help customers serve themselves with a knowledge base?
A knowledge base can be created to allow customers to resolve their own requests.
Create a service desk project using the IT service desk template
The IT service desk template can be used to create an IT service desk.