Learn how to succeed in your role as a service desk agent.
Changes to requests in the new issue view
We're gradually rolling out changes to the issue view of requests, and this page walks you through the most important details.
We've grouped key actions and information in a logical way, making it easier for you to scan and update requests.
Keep up with the latest changes to the new issue view over on our updates page.
Quick-add buttons: Create subtasks, create and link issues, and add content from Atlassian Marketplace apps.
Back to queues: Go back to your queues with a single click.
Watch and more actions: Watch the request, and perform other request actions like move and clone.
Transition requests: Quickly get from waiting for support to resolved, and any status or workflow step in between.
Context fields: SLAs, request participants, and other information to help describe the request.
Docked comment bar: Always there, so you can quickly add a comment, files, or screenshots to requests - no matter how far you've scrolled.
Description fields: Multi-line fields that your service desk team fill to add more information to the request.
Customer request information: Request information entered by customers is organized in one place. If the customer raised the request from the portal, you can now use the View request in portal link to quickly view it there.
Goodbye to separate view and edit screens
The new issue view has just one screen, where you view, edit, transition, and comment. Click any field you see to edit it inline.
Requests can get busy, and it can be tough to look at everything at once. Click Show more fields in the details section of the request to reveal empty fields that aren't always shown on the new issue view.
Quick-add for linked issues and apps
The quick-add buttons are a key part of the consistency of the new issue view—they're always there, right under the request summary. Use them to link issues, and add apps from Atlassian Marketplace.
No more workflow-step buttons to transition requests—just the status and one place to click to transition a request. Click the status and choose a transition or status to move the request to.
Comment and attach from anywhere
The new docked comment bar is always there. Even with hundreds of comments on a request, it's one click and no scrolling to start your comment. You can also attach files and screenshots in this bar, by selecting the icon. You’ll then have the option to add a comment with more information about the attachment, and then share the file and comment with your customer, or with your internal team only.
New Atlassian editor
We're also rolling out a new editor as part of the new issue view, with a cleaner look and markdown support. The editor converts things like links, code, and markdown on-the-fly, so you can paste in your content and let the editor do the work.
Here are some common markdown formatting options:
## This is H2 style (we support H2–H5)
**bold** for bold
*italic* for italic
``` for a code block
* for bulleted lists (like this one 😉)
1. for numbered lists
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