This document provides an overview of the Jira Service Desk system and guidance for agents on onboarding and using the system. It describes the key roles and responsibilities of agents, including viewing issues in queues, managing service requests and customers, and using the knowledge base. It also outlines the process for accepting an agent invitation, navigating the different areas of the system, and adding new organizations and customers.

1. JIRA SERVICE DESK SYSTEM
Agent Onboarding

2. INTRODUCTION
● This guide is intended to help new agents get started with Jira Service Management.

3. What do agents do in Jira Service Management?
Agents in Jira Service Management respond directly to help desk questions and add customers to
service projects. Agents are added to the Service Desk Team role in your service project. Agents can:
● View the portal, queues, reports, and SLA metrics within a service project
● View, add, edit, and delete customer-facing and internal comments on an issue
● Add customers to a service project
● View, create, and manage content in the knowledge base
● Manage customers and organizations

4. Accept your invitation to be a service project agent
To join the service project team as an agent, you’ll first need to accept the email invite your admin
sent you.
To accept your invitation:
● Go to your email client and log in with the email your admin invited you with.
● Find your invitation email, which includes the name of the admin who invited you.
● Click Join them now and set up your Atlassian account.
● Follow the steps to create an Atlassian account, if you don’t already have one.

5. Navigating Jira Service Management
Once you’re in your service project, you can use the sidebar to navigate. Here’s an overview of some
of the most commonly used entries in the sidebar.
● Queues
View issues that customers have submitted to your service desk. Queues are where you work on
customer requests. Your project admin sets up and configures queues to triage requests. You can
then view and work on these requests from your queues.
● Service requests
Track service request tickets customers have logged, monitor SLAs, and communicate with
customers. To raise a service request on behalf of a customer, either click here to My service
requests → Create a service request ticket or select Create on the top nav.

6. ● Knowledge base
Search your team's knowledge base or create an article. A knowledge base stores helpful articles,
such as how-tos and frequently asked questions (FAQs) that your team and customers can
reference.
● Reports
View reports about your team's SLA goals, knowledge base, and workload. You can also use reports
to visualize trends in your service project.
● Channels
View your service project's customer portal and email address. Channels are where you find the
ways customers send you requests. Here, you can see the details of your email, help center, and
widget channels.

7. ● Customers
View your customers and requests, and invite new customers to the service project. See all the
customers and organizations who can send requests to your service project. You can view, add,
or manage customers here.
● Invite team
Invite another agent to work on your project. You can add existing agents from other service
projects to work on your project.

8. Tickets
Here you can explore on closed tickets, open
tickets as well as failed tickets if they are any.
You can even navigate using the ticket number
which is the primary key, or by the reporter’s
name.
Administrators can re assign the assignees if
there is need to ,maybe depending on the
workload.

9. Adding an organisation
The system allows you to add an organisation.
Navigate on the left pane ,under customers
click add organisation,
Put the information of the organisation you
want to add, and click add

10. Adding a customer
Both administrators and agents can add customers to a
service project. To add a customer:
From your service project sidebar, go to Customers.
● Select Add customers.
● Enter the customer’s username or email. Separate
customers by commas to bulk add multiple
customers at once. Select Add.
● When a customer is added to a service project:
● An invite to sign up for an account to access your
portal is sent to the customer if the Customer
invited notification is enabled for the service
project.
● When the customer complete their account sign-
up by creating a password, they can log in to the
portal to raise and view requests.
● A portal-only account is created for the customer
in the service project. You can start raising
requests on behalf of the customer even if the
customer hasn’t completed their account sign-up.

11. Remove a person from your team-managed project
● To remove someone from your project:
● From your project's sidebar, select Project settings > Access.
● In the person's entry on the table, select Remove.
● If you’ve given any site-wide groups a role in your project, you may want to double-check with
your Jira admin that the unwanted person doesn’t still have access through one of those groups.
● Removing someone from a project doesn't remove them from Jira entirely. Jira admins and site
admins can do that through your site's user management settings.