Jira Service Desk for Beginners

In this blog, we will practice Jira Service Desk. It is a software product developed by Atlassian designed for IT service management (ITSM) and customer service. It enables teams to manage service requests, incidents, problems, and changes efficiently. It’s widely used by organizations to streamline their support processes and improve service delivery.

Part 1. Creating a Ticket.

In this part, we are going to create a new ticket through Jira Service Desk Interface.

Being on your project dashboard, click on ‘Create’ option.

Select the ‘Project’ option as ‘IT Support (IT)’, and we’re going to request a service. On the ‘Issue type’ option select ‘Service request’ and ‘Request type’ as ‘Fix an account problem’.

Part 2. Assigning a Ticket.

In this part, we’re going to assign the ticket that we created in part 1 to the right department. On the ‘Description’ menu, assign the technician who will solve after this ticket; in our case ‘Bikal Roka Magar’ from helpdesk and then click on ‘Create’.

Under ‘Assignee’ option look for the support person’s name.

Part 3. Closing a Ticket.

In this part, we’re going to respond to the ticket and close it. First and most important thing is to communicate with your internal teams and your clients. Leave a note or email them that you’re working on that specific ticket.

Being on the ticket dashboard that you’re working on, go to ‘Waiting for support’ option and click on ‘Resolve this issue’.

Under ‘resolution’ tab change it to ‘done’, then leave a note to customer and then click on ‘Resolve this issue’.

Finally, verify that the ticket has been solved or not. You can see the status has been updated to ‘Resolved’ which means that the ticket has been solved.

Part 4. Putting Documentation Note.

After closing the ticket it is important to write a proper documentation. Include things like how you solved the issue, what are the causes of the issue and so on for future reference.