Learn how to succeed in your role as a service desk agent.
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.
As you work, you may need to add more information by updating the issue details.
Get everything that can help you onto the issue view so you can work in one place.
Stay up to date on an issue with notifications when something happens, and keep your team up to date by sharing it.
How to move your issue along the workflow pipeline.
Communicate with the customer who raised the request and your teammates straight from the issue view.
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