Message from your instructor

Watch this Intro lesson first and learn what this course is all about. 

How to Start with Free Service Desk Fast

In this lesson I will show you how to get you own instance of the Service desk in minutes. In this case Jira Service Desk for cloud but I will also explain to you about self hosted version. 

Request Type and Portal settings

Now let's talk about the main interface and how to create your first queue so you can see all incoming support tickets 

Email Requests and Templates

Now let's talk about request types which are super simple subject in Service Desk. Next, I will also show you how to change a default email address for your requests.

How to use SLA's like a Boss

Now, let's talk about SLA's in Service Desk. It's very important to understand how the SLA's works plus I will give you a few of my real-life examples so all should be done in less than 10 minutes. 

Customer Portal Settings in minutes

Let's talk about the Custom Portal which is one of the most powerful options for the SD. The portal config is limited but I will show you what you should change and also how to set permissions so few different client can't see other tickets in your project. 

Workflows and approvals

Now let's focus on a little more advanced subject. I will show you how to change the default configuration of your workflow also I will explain to you why you should use the default setup. 

Reports and metrics

Don't ignore reports. I will show you how to create your own reports super fast. I will also show you how to add important stats on the Dashboard (if you are using Service Desk with Jira of course)

Bonus 1 - Confluence Knowledge Base

If you are using Confluence integrated with your Jira I will show you how to utilise the Knowledge base. Regarding stats, you can reduce up to 35% number or support tickets so it's worth to check it out. 

Confluence Knowledge Base

In this bonuis section I will show you how to configure Atticle Knoledge base super fast. You only need a free version of confluence to complete all steps.