We will begin by covering the fundamental concepts of Jira, progressing to the specific capabilities of Jira Service Management (JSM), including SLAs, queues, and the customer portal. By the end of the training, agents will have a comprehensive understanding of JSM features and the practical skills to implement them effectively in request management.

Audience:
Help desk agents, entry-level Jira Service Management users.

The objective of the course:
The training aims to equip the help desk team with the skills to effectively utilize Jira Service Management for request management.

Duration:
Up to 4 hours, depending on the previous experience of attendees and the specific needs of the company.

Location:
Your office or our office at Meistri 14, Tallinn, Estonia.

Tools needed:
A personal computer is required for practical tasks in the training environment.

Price:
2000 € + VAT / for up to 10 attendees. If you have more participants, please contact us for a quote.

Topics*:

• Navigating in Jira
• Project, service project
• Basic concepts of Jira (issue, issue types and hierarchy, fields, workflow)
• Request types
• Issue linking
• Collaboration – comments, sharing and notifying
• Internal and external comments
• Project permissions
• Customer permissions
• Issue search & JQL
• Queues
• SLA tracking
• Adding and managing organizations
• Adding and managing customers
• Customer portal – sharing requests, differences compared to the agent view
• Using forms
• Issue security levels
• Dashboards and reports
• Knowledge base
• Introduction to Assets

*Topics may vary depending on your product platform.