Service Help Desk project

rolesWe all know designers love JIRA. Habits over 25Thousand teams already use JIRA to trace work. Now it’s time to obtain your service desk in to the mix.

JIRA already enables your designers to construct great software. Similarly, JIRA Service Desk enables you to definitely provide legendary service for the clients. On top of that, you should use one software program to provide both! Use JIRA and JIRA Service Desk to obtain your service desk team in the same location as the team of developers for seamless escalation and services information desk demands to designers. Pretty great, right?

JIRA Service Desk is service store your designers really want to make use of. Read onto discover why.

An easy and quick help guide to roles in JIRA Service Desk

You will find three roles:

trythis(1) Agents focus on inbound demands and talk to clients. Agents can:

  • access your merchandise Desk project,
  • transition service desk demands via a workflow
  • make customer-visible comments

(2) Collaborators assist your team with customer demands. Collaborators can:

  • view issues inside your Service Desk project
  • make internal comments

(3) Clients make demands that the agents focus on. Clients can:

  • connect to the Customer Portal
  • see their very own demands
  • make comments

Screen Shot 2014-12-16 at 11.51.47 AMPart 1: How you can give a developer like a collaborator

Let’s start by adding Emma, a developer, like a collaborator. Inside your Service Desk project, visit the Collaborators page, that is situated underneath the People tab.

Within the top right hands corner, choose “Add collaborator.”

Start typing the developer’s title or email. JIRA will instantly suggest customers. When you’ve found the developer you need to create a collaborator, choose their title. Then choose “Make user a collaborator.”

That’s it! You’re done.

Emma has become a collaborator in your JIRA Service Desk project. She will view service desk demands and then leave internal comments to assist the agent.

Part 2: Using JIRA Service Desk together with your designers

Now let’s cover guidelines. Think about the following scenario:

Mitch, a college student, posted a help-desk ticket towards the university’s IT team worrying he was not able to spread out the university’s intranet in the browser. Jennifer, an analyst, requires a look. She knows she requires a developer’s help.

Screen Shot 2014-12-16 at 11.56.40 AM Screen Shot 2014-12-16 at 11.57.20 AM Screen Shot 2014-12-16 at 11.58.07 AM pt2e

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