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JIRA Service Desk 4 small business and beyond

Fast track to setup your Service Desk from scratch with real JIRA experts
Instructor:
Training 4 Company
369 students enrolled
Create great Customer Service Desk experience in order to assist your customers and capture their feedback through a custom portal or via email
Configure powerful Help Desk in order to manage common requests submitted through a custom portal or via email: like employee onboarding tasks, purchase requests, travel requests, etc.
Setup you JIRA Service Desk leveraging the core ITIL processes and key support capabilities.
Setup JIRA Service Desk on Cloud and on Premise
Use JIRA Service Desk specific functions like, SLA's, Automations, Queues and KB

In this course you are going to learn how to setup, configure and use a JIRA Service Desk.

Mastering basic knowledge about JIRA Service Desk, you’ll be able to create and adapt your Service Desk or Help Desk needs: in other words, your first support line. 

At the end of this path you’ll have more than one Service Desk ready to use. In the last section, we’ll give you a big example covering all the concepts introduced during the lectures.

Our target cover both IT and non-IT department, like Legal, HR or Governance. In our experience, not only IT department may benefit from Service Desk. For example, HR department can manage their main processes like recruiting, switch of duties, dismissal or retirement, etc.

Don’t worry if you are not familiar with software installations, you can start with the cloud solution!

Introduction

1
Introduction
2
Key Concepts
3
Setup Atlassian Cloud account
4
Installing JIRA Service Desk on Windows
5
Installing JIRA Service Desk on Linux
6
Useful links for getting your JIRA Service Desk
7
Get JIRA ready to use

Create your first Service Desk

1
Service Desk Template Overview
2
Create a project with simple data
3
Agents vs. Customers
4
Agent perspective: Queues
5
Customer perspective: Portal
6
Raise a Request type, Manage an Issue type
7
Try for yourself: create a Customer Service project

Setting up the Customer Portal Journey

1
Project settings overview
2
Portal Settings
3
Customize your Request types
4
Collect customer satisfaction feedback
5
Approving a Request Type
6
Customer portal Review

Setting up the Agent dashboard: Queues and SLAs

1
Agent dashboard overview
2
Agent role in deep
3
Setting up your queues
4
Setting up your SLAs
5
Queues and SLAs review

Working with Customer

1
Customers and Organisations overview
2
Add and Manage Customers
3
Add and Manage Organisations
4
Working with Customers review

Configure Emails requests and Notifications

1
Email notifications
2
Customer Channels email configuration
3
Customer Notifications
4
Emails and notifications review

Automating your service desk

1
Minimizing small and monotonous tasks with Automations
2
Automations deep dive: preset rules
3
Custom Automation rules
4
Automations review

Measure your performance, setting up Service Desk Reports

1
KPIs and Metrics
2
Reports Overview
3
JIRA Service Desk reports
4
KPIs review

Advanced JSD Configurations: Customizing workflows and Screen

1
Workflows Overview
2
Working with Workflows
3
Screens
4
Advanced Workflows Configurations
5
Approval Step Configuration
6
Workflows review

Example: Setting up a Service Desk

1
A new Service Desk from scratch
2
Create a new Project and add a new Issue Type
3
Custom fields and Screen
4
Workflows
5
Advanced Workflows configuration
6
SLA, Queues and Knowledge Base
You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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Includes

3 hours on-demand video
1 article
Full lifetime access
Access on mobile and TV
Certificate of Completion