course

Manage customer requests in Jira Service Management

duration

50 minutes

level

Beginner

product

Jira Service Management

Solve customer problems

Become familiar with the four typical service project roles, learn how to share requests with others, and invite customers to service projects. Then, learn how to navigate your queues, use best practices to keep customers updated about work items, and share information to help customers solve problems on their own.
After this course, you’ll be able to:
  • Explain the tasks agents, collaborators, customers, and project admins can perform.
  • Explain the tasks request participants and approvers can perform.
  • Star important queues.
  • Take bulk actions on work items.
  • Filter requests by their type.
  • Identify work items at risk of breaching their service-level agreement.
  • Link related work items.
  • Use best practices when responding to customers.
  • Comment on multiple requests at once.
  • Create knowledge base articles and categories.
The availability of features and functionality shown in this course depends on your product subscription. To learn more about Atlassian product subscriptions, visit our FAQs.

4 Lessons in this course

10 minutes
Explore roles for a service project

By the end of this lesson, you'll be able to: - Explain what tasks agents, collaborators, customers, and project admins can perform - Explain what tasks request participants and approvers can perform - Define customer organizations

Sections
  • Grant access with project roles
  • Share requests with other people
  • Manage customers with organizations
15 minutes
Organize your work in Jira Service Management

By the end of this lesson, you'll be able to: - Star important queues - Take bulk actions on work items - Filter requests by their type - Identify work items at risk of breaching their service-level agreement - Link related work items

Sections
  • Navigate your queues
  • Bulk update work items
  • Filter work by request type
  • Monitor your SLAs
  • Link related Jira work items
  • Monitor due dates on your calendar
10 minutes
Communicate effectively with customers in Jira Service Management

By the end of this lesson, you'll be able to: - Use best practices when responding to customers - Comment on multiple requests at once - Create a canned response

Sections
  • Comment on work items often
  • Comment on multiple requests at once
  • Keep your language clear and helpful
  • Create canned responses for frequent comments
  • Add general announcements to the portal
  • Close requests when customers are ready
15 minutes
Create knowledge base articles

By the end of this lesson, you'll be able to: - Create knowledge base articles and categories - Apply best practices for creating and maintaining articles - Share articles with customers

Sections
  • Create knowledge base articles from your work items
  • Share knowledge base articles
  • Tips for writing knowledge base articles