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What do agents do in Jira Service Desk?

Jira Service Deskis a help desk request tracker brought to you by Atlassian. With Jira Service Desk, you can easily receive, track, manage, and resolve requests from your customers. Customers can send requests by email, a customizable help center, and an embeddable widget. Jira Service Deskorganizes and prioritizes these requests in a single place, and keeps your team on track with goals (service level agreements).

Jira Service Desk is built on the Jira platform, so you’ll see some terms and concepts that carry across all of Atlassian’s Jira products. Here’s a quick overview to help you learn the Jira Service Desk lingo:

  • Customers submit requests to your team through a customer portal, an embeddable widget, or via email.

  • Service desk agents work on customer requests, tracked as issues in a queue. Issue progress is set up by a workflow that can include steps like In progress or Needs approval.

  • Each team works on a project that services requests from a certain area such as IT, HR, legal, or finance.

  • You can integrate Jira Service Desk with Confluence (another Atlassian product) to set up a knowledge base. Knowledge base articles appear on your portal. Your customers can read these and help themselves before reaching out to you, and your agents can save common responses to save time.

Watch our intro to Jira Service Desk to learn more!

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