Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Set up your service project to match Halp
Halp’s features will be exclusively available in Jira Service Management starting on June 4, 2024. Keep working on requests from Slack or Microsoft Teams as you are today by migrating to Jira Service Management.
Auto assign issues
You can automate assigning issues to your agents to give your team one less thing to worry about.
Learn more about auto assigning issues
Create service level agreements (SLAs)
Service level agreements, or SLAs, help keep your team on track to provide the best help to your customers. Jira Service Management’s capabilities include SLA conditions, goals, and calendars to best serve your customers.
To create SLAs, you need project or Jira admin permissions. Then, navigate to your service project settings to get started.
Learn more about creating SLAs
Unless manually turned off, any Halp SLAs will function until June 4, 2024.
Customize how people get help
Similar to Halp, customers can raise requests through your chat platform (Slack or Microsoft Teams) or email. In Jira Service Management, customers also have access to a self-service help center and portal where they can read documentation and raise requests.
Chat
When you migrate to Jira Service Management, your customers' request experience won’t change. They will still interact with the Assist bot in Slack or Teams to get help.
Learn more about how customers can raise requests in chat
You can set up email addresses that customers can use to raise requests. Like in Halp, you designate a unique email address for each service project.
Learn more about receiving requests by email
Help center and portal
While customers can still access their requests through either Slack or Teams, they will also have access to a portal where they can raise, view, and respond to these requests, too. If you choose to set up a knowledge base for your service project, customers can use articles and how-tos to self-service requests that can deflect requests from your agents.
From the help center, customers can also access any portals they have access to on your cloud site.
Learn more about setting up your help center and portal
Manage chat settings
When you’re done migrating, you’ll administer chat from Jira Service Management directly rather than logging into Halp web.
To access your chat settings, log into Jira Service Management. From your service project sidebar, select Channels, then Chat, then Configure.
Update customer email notifications
Once you migrate to Jira Service Management, by default, customers receive updates about their requests by chat message and email.
Customers can disable email notifications for each request. If you’d like to disable email notifications for all of your customers so that they only receive updates in Slack or Teams, from your service project settings, select Customer notifications.
You can disable each type of notification, or you can customize them.
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