Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
All content related to Jira Cloud Automation, previously under the Automate your Jira processes and workflows section, have moved to the new Cloud Automation docs.
Agents work on customer requests. These requests are sent by email or through your help center, and are tracked as issues in your service project. Agents are added to the Service Desk Team role in a service project. Learn more about roles in Jira Service Management.
Agents can:
view the portal, queues, reports and SLA metrics within a service project
view, add, edit and delete customer-facing and internal comments on issues
add customers to a service project
view, create and manage content in the knowledge base
manage customers and organizations
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