What is the issue view?

When a customer sends a request to your service desk, it becomes an issue for your team to work on. The issue view is the place where your agents work on requests from. The issue view is where agents spend most of their time, so it’s important to understand it well.

We're rolling out a new issue view for Jira Service Desk, with one consistent screen to view and edit requests. It looks a little different and some procedures have changed slightly, so take a look at our info page to see what's new and get the latest updates.

From the issue view, you can:

  • Get details on a customer request.

  • Communicate with the customer or your service desk team members.

  • Add attachments that help resolve the issue.

  • Collaborate with teams on Jira applications or Confluence, if your organization uses other Atlassian cloud applications.

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

  • Transition the issue through your team’s workflow, including resolving the request.

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