Learn how to succeed in your role as a service desk agent.
Get to know the project settings sidebar
There are two settings menus in your service desk. Your global Settings () can be found in the top navigation bar, next to your profile icon. This global settings menu includes your Atlassian admin settings, Jira settings, and your personal settings.
YourProject settings () live in the project sidebar, to the left of your project. Here’s an overview of each entry:
Details is where you can edit and personalise project details like name, key, project category, and avatar.
Internal access is where you’ll grant project permission or access to users. Here you can add internal collaborators and team members to your next-gen service desk, give them a role, and start working together to resolve customer requests.
Request types categorize your service desk's work. Go here to customize them to collect the right information from your customers, so your agents know exactly how to help them.
Channels is where you set up how customers can send your team requests via email, the customer portal and the embeddable widget. Here you can also set who can access the portal and send requests, and who customers can share requests with.
Customer notifications allows you to set which customers receive notifications for requests they’re involved in. Here you can tailor the look and feel of your notifications and even add your brand to help your customers know it’s you they are talking to.
Language support is where you can manage the translation for your customer portal and email notifications for your customers. Here you can quickly locate where translations may be missing or out of date.
A knowledge base is where your team can write and share helpful articles such as how-tos, FAQs, and answers to support questions.
Automation is a powerful tool to speed up your work - letting it do some straightforward, repetitive tasks for you will help you to focus on other important work. Here you can create automation rules to perform actions based on triggers and conditions you set.
Create SLA goals that determine what types of requests are tracked and how long it should take to resolve them. Go here to define conditions and calendars that establish when these measurements start, pause, or stop.
Want to know how your team is doing? Go to Customer satisfaction to create and send customers a quick survey when a request is resolved, then track their ratings and comments in a customer satisfaction report.
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