JIRA Service Desk – agent (JIRASD)

Specialized training, Atlassian

Atlassian JIRA Service Desk is a powerful platform for managing support processes, tracking and analyzing reports, and ensuring timely request resolution. The course covers ticket lifecycle, SLAs, workflows and practical steps to handle customer issues efficiently and consistently.

This hands-on course is aimed at new or occasional JIRA users, future agents, and support center managers. It teaches daily agent tasks, using the customer portal, queues, communication, SLAs, automations, knowledge base and portal customization through guided labs and real scenarios.

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The course:

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  • Introduction to JIRA Service Desk
    1. Issues
    2. Requests
    3. Projects
    4. Workflows
    5. Lab: Login to the training environment, Login as customer, Login as agent
  • Customer view
    1. Customer portal
    2. Landing pages
    3. Creating a request - attachments, comments, email requests
    4. Request types
    5. Customer request overview
    6. Knowledge base
    7. Lab: Navigate the customer portal, Create a request
  • Agent workspace
    1. Request queues
    2. Processing requests
    3. Workflows and statuses
    4. Lab: Use service desk queues, Assigned requests, Customer communication, Update request, Meet SLA
  • Customer request from JIRA perspective
    1. Business projects
    2. Software projects
    3. Viewing an issue
    4. Editing an issue
    5. Attachments
    6. Lab: Create an issue, Link issues, Edit an issue
  • Collaborating on request resolution
    1. Commenting
    2. Labels
    3. Sharing issues
    4. Watching
    5. Voting
    6. Work log
    7. Lab: Communicate with other users via JIRA
  • Automation
    1. Automation options in JIRA Service Desk
  • Search and reports
    1. Search
    2. Advanced search capabilities
    3. Filters
    4. Service Desk reports
    5. JIRA reports
    6. Lab: User filters
    7. Lab: Custom dashboards
  • Request approvals via the portal
    1. Approvals through the portal
    2. How to set up an approval process
    3. How to notify approvers
  • Customizing the customer portal
    1. Customize forms
    2. Advanced automation tools
Assumed knowledge:
Basic knowledge of the Windows interface is sufficient; JIRA Core experience is not required.
Schedule:
1 day (9:00 AM - 5:00 PM )
Course price:
320.00 € ( 387.20 € incl. 21% VAT)
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