Resolve requests from the issue view in next-gen service desks

We’re currently rolling out the new issue view. All next-gen projects have the new issue view, but some classic projects have the old issue view. Learn more about using the old issue view.

After your customers send requests to your service desk team, they become issues for your agents to resolve. The issue view is where you go to resolve these issues. Agents spend most of their time there, so it’s important to understand it well.

From the issue view, you can:

  • Get the details of a customer request

  • Communicate with the customer or your service desk team members

  • Add attachments that help resolve the issue

  • Collaborate with teams on other Jira applications or other Atlassian cloud applications

  • Share knowledge base articles with the customer, if your service desk is linked with Confluence

  • Transition the issue through its workflow, including resolving it

To see the issue view, just go to your Queues and select an issue.

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