JiraServiceDeskAgentGuide.docVIP

Getting started for service desk agents On this document, we will introduce you to your workspace and walk you through the process of responding to your customers requests.? Navigate your workspace Open?JIRA Service Desk?in your web browser. Take a few minutes to become familiar with the layout:? 1 - Find your customer issues The Queues tab displays issues filed by your customers. These issues appear in the order as configured by your service desk administrator. 2 - Become familiar with how your customers see the service desk The Customer Portal link lets you see and interact with your service desk from a customers perspective.? ?3?- Search for service desk users? The People tab is where you search for a customer in your service desk project and see how many issues each of your agents is working on in case issues need to be redistributed.? 4 - Track your performance The Reports and SLAs tabs display your teams work against the expected response and resolution times of customer requests as set by your administrator. Work on customer issues Your administrator has already set up customized queues to help organize incoming customer requests. Please contact your administrator if you need to change a queues configuration or add a new queue.? Open an issue 1.Click the?Queues?tab.? 2.You will see the preconfigured queues set up by your administrator. Click?My queue?to see the customer issues that have been assigned to you.? 3.When you see the issue you need to work on, click the issues Summary or Key to review the customers request. 4.In addition to being able to edit and comment on a request, you can view a list of actions from the?More?menu. Hover over each action to display a brief explanation: Respond to the customer Review the issue and perform the needed task (e.g. grant the customer wi-fi access). Then click the?Respond to Customer?button to type your response and preview it. Use the?Internal comment?tab to write your own note or to include another colleague on