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
Use your knowledge base to help customers self-service
If your service desk has a linked Confluence application, you can use the knowledge base to help customers self-service.