course

Track customer requests with the portal and notifications

duration

25 minutes

role

Jira Service Management Project Admin

level

Intermediate

product

Jira Service Management

Improve customer communication

Customize your help center and portals to deliver a consistent brand experience and ensure customers see the information they need. Then, explore how customers can communicate with your service team and make choices about how to receive customer requests. You’ll also learn how to configure internal and external notifications and use forms to collect customer information.
After this course, you’ll be able to:
  • Describe the relationship between the customer portal and the help center.
  • Customize your customer help center and portals.
  • Describe the process of an email request.
  • Choose a request type for email requests and determine where to receive them.
  • Describe the difference between team and customer notifications.
  • Configure, customize, and troubleshoot customer notifications.
  • Create and edit a form and attach it to a request type or work item.
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

5 minutes
Brand your customer portal and help center

By the end of this lesson, you'll be able to: - Describe the relationship between the customer portal and the help center - Brand your help center - Brand your customer portal

Sections
  • What’s the difference between the customer portal and the help center?
  • Customize your help center and portal
5 minutes
Receive requests with forms and email

By the end of this lesson, you'll be able to: - Describe the process of an email request - Determine where to receive email requests - Choose a request type for email requests

Sections
  • You can receive customer requests by email
  • Where can you receive email requests?
  • Choose a request type for email requests
5 minutes
Configure customer notifications in Jira Service Management

By the end of this lesson, you'll be able to: - Describe the difference between team and customer notifications - Configure customer notifications - Customize the look and feel of notifications - Troubleshoot common problems with notifications

Sections
  • What are customer notifications?
  • Configure customer notifications
  • Troubleshoot common issues with notifications
10 minutes
Use forms to collect specific information for a request type

By the end of this lesson, you'll be able to: - Describe the purpose of forms in Jira Service Management - Describe the difference between request types and forms - Create and edit a form - Attach a form to a request type or work item

Sections
  • What are forms?
  • Create Forms
  • Add a form to an open request
  • Restrict form editing or reopen a form
  • Let’s look at an example

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