5 Tips to Supercharge Your Jira Service Desk
There'south a lot of corking assistance desk software out in that location for businesses of any size, from a big enterprise downwards to a small-scale to midsize business (SMB) with a handful of employees. While information technology'southward tough to go a more than comprehensive standalone aid desk-bound platform for your money than Editors' Choices HappyFox for SMBs and Vivantio Pro for enterprises, that doesn't accept into account the blazon of business organisation you're running, and in what other software and services your business may be invested.
Allow's say you lot're a software development shop running an agile continuous commitment procedure through Atlassian Jira and managing the Git lawmaking repositories using Atlassian Bitbucket. For the many open-source and commercial software projects relying on Atlassian's issue-tracking pipeline or the thousands using those platforms in tandem with Atlassian Confluence for team collaboration or Atlassian HipChat for existent-time chat, in that location's far greater value for overall productivity in choosing a help desk platform that plays well with all of them.
That'south where Jira Service Desk comes in. There are platforms with prettier user interfaces (UIs) and a longer listing of features, just a customized Jira Service Desk hooked into Atlassian'south other services gives businesses the most ability in one place to run their entire organization. The post-obit are five tips to unlock a more powerful Jira Service Desk feel.
1. Revamp the Knowledge Base
Those looking for a built-in knowledge base in Jira Service Desk will be disappointed, just only because Confluence offers a fully functional knowledge base you can create from the assistance desk application. Confluence no longer requires a separate subscription; it now comes free to Jira Service Desk customers. By clicking the Cog icon in the tiptop right-manus side of the Jira Service Desk dashboard, yous can create a new noesis base "space" in Confluence where the customer service representatives or other business users in Service Desk can then go into Confluence and add together cocky-assist documentation and knowledge base of operations articles, FAQs, and recommend articles that volition come up upwards in Service Desk-bound when specific terms are searched. The knowledge base will exist as detailed as your representatives make it, so don't skimp on commodity detail. Plus, the more recommendations you prepare, the more intuitive your knowledge base will exist for customers.
2. Enable Keyboard Shortcuts
When dealing with a customer's ticket in Jira Service Desk, speed is key. Click the Settings gear icon on the elevation correct-hand side of the dashboard, and choose Keyboard Shortcuts to see a listing of available shortcuts. Then, when viewing a folio, enter "Shift + /" to bring up the same list. After keyboard shortcuts are enabled, here are some of the deportment you tin can take:
- Assign To Me: I
- Browse to a Project: Yard then P
- Comment on Issue: M
- Create an Event: C
- Dock/Undock the Filters Panel: [
- Edit Issue: E
- Notice Problems: Grand then I
- Focus Search Field: F
- Grade Submit: Alt + Due south
- Go to Dashboard: M then D
- Next Activity: Northward
- Next Issue: J
- Previous Action: P
- Previous Issue: K
- Quick Search: /
- Search for Bug: U
- View selected Issue: O or Enter
3. Customize Service Desk Channels
When submitting a asking in Jira Service Desk, customers should feel as if they're entering your website, not Atlassian's. Jira Service Desk lets you customize service desk channels past changing the theme, branding, and mode of the customer portal. In a given service desk project, go into Projection Administration and then Portal Settings to edit your client portal proper noun and introduction, and add a custom logo. You can so make that aqueduct shareable for customers by creating and sharing a defended service desk email address (created with the Add Email Account option in Projection Assistants under Email Requests), or with the custom URL for each public-facing service desk channel. The custom portal URL for customers appears atop the channel logo.
4. Treat Incident Management Like a Police Investigation
Ane area in which Jira Service Desk-bound shines with meticulous detail is incident management. Jira Service Desk-bound uses queues to automate asking processing but, once the ticket is assigned to a representative, Atlassian adheres to ITIL best practices for IT service management. Under those guidelines, the first matter a Jira Service Desk user should do is place and log the incident, including name, appointment, description, and the case ID number the help desk assigns. The way to make the nearly of Jira Service Desk-bound ticketing is to use information technology like an investigator would, sparing no detail.
After that, categorize the incident past labeling the service desk request with a type. You tin can add together and manage asking types in project administration, and associate that type with a item group to help future requests go straight into the correct queue. At that indicate, it's up to the service desk representative to diagnose and resolve the issue—either by tapping into the knowledge base or by digging into Jira or Bitbucket to find the problem. Atlassian offers some offers some good advice on how to handle this.
v. Tap into Atlassian's Ecosystem
Jira Service Desk is designed to piece of work better with other Atlassian services than any other platform. Every bit explained in our article on 5 tips to unlocking a more powerful Atlassian HipChat, the conversation and help desk-bound apps piece of work in tandem. Atlassian introduced a formal integration final year that allows users to create HipChat rooms from service desk tickets, monitor those tickets inside a HipChat room, and receive progress notifications. Within Jira Service Desk, each ticket shows whether or not a HipChat conversation is fastened.
Nosotros already talked about how Jira Service Desk works with Confluence to create its noesis base but, more importantly, the service desk serves as the front-facing side of Jira itself. Every service desk channel created is based on a Jira project. Then, when setting up a channel in Service Desk-bound, you can associate that channel with an existing project or create a new one in Jira. When an update occurs in either the channel or the project, the change maps to the other.
For Service Desk users, the best way to have advantage of this is to configure request types and workflows by editing fields. Go into Settings, Asking Types, and Edit Fields to change the names of Jira bug into more customer-friendly language. Here you tin besides cull whether fields are visible or hidden, and so you can add more fields for representatives to assistance process requests, resolve tickets, and go along Jira workflows moving.
This article originally appeared on PCMag.com.
Nearly Rob Marvin
Source: https://sea.pcmag.com/happyfox/10730/5-tips-to-supercharge-your-jira-service-desk
Posted by: ramirezwharleas.blogspot.com
0 Response to "5 Tips to Supercharge Your Jira Service Desk"
Post a Comment