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.

THIS TRAINING COURSE WILL HELP YOU:

  • Handle and process customer requests as a Service Desk agent
  • Use the customer portal and manage request types and attachments
  • Work with queues, workflows, SLAs and communication channels
  • Create filters, dashboards, reports and basic automations

WHO SHOULD ATTEND?

  • Beginner or occasional users of JIRA Service Desk
  • Support agents who handle incoming requests
  • Managers of support or customer service centers
  • Users who need deeper hands-on Service Desk skills

COURSE LOCATION AND AVAILABLE DATES



Need this course in English?

Public courses are usually delivered in Czech, but this course is also available in English. We can arrange private training for your team online, at your premises or in our classrooms, and tailor the content to your needs.

For groups of around 4 or more participants, private training can already be comparable in price to booking individual places on a public course. Send us your requirements and we’ll recommend the best format and provide an exact quote.

Request training in English

Course content:

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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
Prerequisites:
Basic knowledge of the Windows interface is sufficient; JIRA Core experience is not required.
Schedule:
1 day (9:00-17:00)
Price per person:
320.00 € ( 387.20 € incl. 21% VAT)

Training and learning environment

IT classroom with desks, computer monitors, and a projection screen at the front.
What does the environment for in-person IT courses look like?We hold training courses in our own classrooms equipped with modern computer equipment for each participant and a large projection screen. Each workstation is fitted with a powerful computer for seamless practical exercises, and the environment supports a calm, friendly atmosphere during training.
IT classroom with desks, computer monitors, and a projection screen at the front.
Do I need to bring my own laptop to the classroom IT course?Our training rooms are fully equipped, so you do not need to bring your own laptop. A modern computer with all necessary hardware and software is ready for you at your workstation.
Sample ICT Pro certificate of successful completion of an IT training course.
Will you receive an official certificate after completing an IT course?Yes, upon successful completion of the training course, you will receive an official ICT Pro certificate confirming your participation and acquired technical skills. You can use it to verify your qualifications or add it to your professional profile.
Exterior view of the COMGUARD office building on Sochorova Street in Brno.
Where can you find our training center in Brno?The premises of the ICT Pro training center are located on the 1st floor of the COMGUARD building at Sochorova 38 in Brno. Positioned on the border of Žabovřesky and Komín, the location is easily accessible by both car and public transport.
Exterior view of the Opatov Park office building in Prague, Chodov.
Where can you find our training center in Prague?The premises of the ICT Pro training center are located on the 1st floor of the Opatov Park building at Líbalova 1, Prague 11 – Chodov. The location provides a comfortable environment for your education with convenient access.
Fully equipped kitchenette with a coffee machine, microwave, sink, and shelves with cups and glasses.
What facilities and refreshments are available to you during training breaks?Our training centers feature a fully equipped kitchenette for a comfortable break during your courses. The facilities include a coffee machine, microwave, kettle, and a wide selection of drinks and snacks.
Coffee station featuring an automatic coffee machine, yellow and white cups, glasses, and syrups.
What beverage refreshments are available during your course?A beverage station with a coffee machine, teas, syrups, and water is at your disposal throughout the entire training session. You can enjoy a coffee or another drink of your choice anytime during breaks.
Table with sweet pastries, fruit syrups, a water dispenser, and glasses set up for training participants.
What light refreshments are provided for you during the courses?During course breaks, participants can enjoy light sweet snacks, pastries, and fruit syrups to mix their own drinks. Fresh water dispenser and plates are also available for your convenience.
Wicker baskets filled with packaged savory snacks, sweet biscuits, and snack bars.
Should I bring my own snacks to ICT Pro training?There is no need to. A wide selection of savory snacks, sweet biscuits, and snack bars is available for you during breaks. Boost your energy for all-day focus right inside the training center premises.
Outdoor wooden terrace with green surroundings by the glass building of the training center.
Can you spend training breaks in the fresh air?Yes, an outdoor terrace is available at our training center. During breaks between learning sessions, you can relax in the fresh air in a pleasant green environment.
Spacious outdoor wooden terrace with seating and views of the surrounding area.
Where can you relax during course breaks?Our training center features a spacious outdoor terrace with seating options. During breaks between learning sessions, you can step outside to relax and recharge in the fresh air.