Manage customer requests in Jira Service Management

Solve customer problems

Become familiar with the four typical service project roles, learn how to share requests with other people, and invite customers to service projects. Then, learn how to navigate your queues, use best practices to keep customers updated about issues, and share information to help customers solve problems on their own.

After this course, 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.
• Star important queues.
• Take bulk actions on issues.
• Filter requests by their type.
• Identify issues at risk of breaching their service-level agreement.
• Link related issues.
• Use best practices when responding to customers.
• Comment on multiple requests at once.
• Create knowledge base articles and categories.

Manage customer requests in Jira Service Management is part of a larger Get the most out of Jira Service Management learning path.