Ended
Jira Administration: Getting a Service Desk up and Running
$ 975 aud
Wed, 4 Sept 2019, 9:00 am – 4:00 pm AEST
GLiNTECH (old office), Level 1, 60 York Street, Sydney, NSW, Australia Map
This course gives you a solid introduction to getting a service desk up and running using Jira Service Desk.
You’ll get hands-on experience performing the most crucial configuration tasks to set up your service desk. Topics include configuring and branding your customer portal, creating queues and SLAs for your service team, linking a knowledge base, adding participants, and automating your service desk.
The course includes a variety of business use cases to assist you in understanding Jira Service Desk administration, and best practices are emphasised for each topic.
Note: this course is not suitable for users of Jira Cloud.
Topics
- Introduction to Jira Service Desk
- Creating a service desk
- Setting up request types for your customers
- Creating queues for your service teams
- Creating service level agreement (SLA) metrics
- Linking your service desk to a Confluence knowledge base
*Adding an email address to accept email requests from your customers - Branding your customer portal and global help desk
- Adding agents, customers, and other Jira users to your service desk
*Automating your service desk
Trainers
Robin Scanlon
Director, Professional Services
Contact us
- Robin Scanlon
- tr••••g@gli••••h.com
Location
GLiNTECH (old office), Level 1, 60 York Street, Sydney, NSW, Australia