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Office Productivity Other Office Productivity JIRA

JIRA Service Desk 4 small business and beyond

Fast track to setup your Service Desk from scratch with real JIRA experts
Rating: 3.8 out of 53.8 (246 ratings)
833 students
Created by Training 4 Company
Last updated 12/2017
English
30-Day Money-Back Guarantee

What you'll learn

  • 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

Requirements

  • There are no preconditions, this course includes tips & tricks for use immediately JIRA Service Desk

Description

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!

Who this course is for:

  • IT Department that needs to handle incidents and changes with built-in ITSM workflows that increase your teams' efficiency and integrate seamlessly with existing JIRA projects.
  • Non-IT Department (like HR, Governance, etc) that want manage employee onboarding tasks, purchase requests and other common requests submitted through a custom portal or via email.
  • All those who have to assist customers and capture their feedback through a custom portal or via email.
  • Who wants to fast learn how JIRA Service Desk works.

Course content

10 sections • 44 lectures • 2h 55m total length

  • Preview01:20
  • Key Concepts
    01:45
  • Setup Atlassian Cloud account
    03:45
  • Installing JIRA Service Desk on Windows
    05:45
  • Installing JIRA Service Desk on Linux
    05:19
  • Useful links for getting your JIRA Service Desk
    00:14
  • Get JIRA ready to use
    1 question

  • Preview01:20
  • Create a project with simple data
    04:28
  • Agents vs. Customers
    02:49
  • Agent perspective: Queues
    02:36
  • Customer perspective: Portal
    03:59
  • Raise a Request type, Manage an Issue type
    04:07
  • Try for yourself: create a Customer Service project
    8 questions

  • Preview01:34
  • Portal Settings
    06:16
  • Customize your Request types
    08:03
  • Collect customer satisfaction feedback
    02:48
  • Approving a Request Type
    01:36
  • Customer portal Review
    6 questions

  • Preview01:09
  • Agent role in deep
    06:14
  • Setting up your queues
    04:53
  • Setting up your SLAs
    07:26
  • Queues and SLAs review
    10 questions

  • Preview01:06
  • Add and Manage Customers
    03:49
  • Add and Manage Organisations
    04:13
  • Working with Customers review
    4 questions

  • Preview01:56
  • Customer Channels email configuration
    01:05
  • Customer Notifications
    03:04
  • Emails and notifications review
    3 questions

  • Preview01:04
  • Automations deep dive: preset rules
    09:04
  • Custom Automation rules
    07:04
  • Automations review
    3 questions

  • Preview02:47
  • Reports Overview
    01:05
  • JIRA Service Desk reports
    05:54
  • KPIs review
    2 questions

  • Preview02:20
  • Working with Workflows
    04:02
  • Screens
    04:36
  • Advanced Workflows Configurations
    06:10
  • Approval Step Configuration
    03:36
  • Workflows review
    4 questions

  • Preview01:54
  • Create a new Project and add a new Issue Type
    01:21
  • Custom fields and Screen
    04:31
  • Workflows
    07:02
  • Advanced Workflows configuration
    13:44
  • SLA, Queues and Knowledge Base
    05:03

Instructor

Training 4 Company
Team of Atlassian Certified Professionals
Training 4 Company
  • 3.8 Instructor Rating
  • 246 Reviews
  • 833 Students
  • 1 Course

We are a team of Atlassian Certified Professionals working from several years with customers of any kind, from small business to big enterprise. 

We help Companies to implement and configure Atlassian products for their needs. 

Working with Development Teams we use Agile techniques to manage and report on big web and integration projects.

We also assist first line Help Desk to set up great Service Desk experience - with or without ITIL Compliance.

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