Jira service desk: make information available for agents

Florian Nock

Hello,

I would like to make available to my agents some information that they need to work. They need to look at particular tables that contain data that vary according to the ticket.

Is there a direct way of doing this? Is there an indirect way (like creating a queue with particular tickets that contain information)?

I would like to use the Service Desk feature, but failing this, can I use the knowledge base Confluence?

 

Thank you a lot for your help.

Best regards

Manon Soubies-Camy

Hello @Florian Nock,

If you want your agents to look at tables to know which tickets they need to work on, queues should meet your needs: 

Jira Service Desk comes with default queues that your administrator can update to automatically triage issues for your team. 

I'm not sure to understand your Confluence question? Jira Service Desk and Confluence work smoothly together: Serving customers with a knowledge base.

These articles may help you getting started with Jira Service Desk:

• Jira Service Desk – Don’t be afraid, the journey begins with curiosity!
• Jira Service Desk – Who does what?

Hope this helps!

- Manon