4 Easy Steps to Set Up Jira Service Management

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You’ve heard Jira Service Management can revolutionize your team's workflow. But when you try to set it up, you're faced with a mess of settings and configurations that seem to go on forever.

Is there a way to cut through the noise and set it up quickly?

Yes, there is — and this guide shows you how step by step.

Setting Up JSM on Cloud Hosting

Step 1: Sign up for JSM on Cloud Hosting

1. Go to the Atlassian products page and select Jira Service Management. Sign up for a free 7-day trial for full access to all features.

2. Fill in your details and click Agree and Sign up.

Step 2: Create a project

1. Select a project template.

2. Customize your project's essential details.

In the Project Settings:

3.  Add people to your project and assign them roles to ensure proper access and security. 

4. Configure request types and SLAs. For customer communication, set up forms and channels.

Step 3: Get started with JSM for agents

1. Accept the invitation from your Jira administrator.

2. Set up your account on the Atlassian platform.

Step 4: Organize your queues

To keep everything well organized, set up queues for managing incoming requests. Access them from the Queues section on the project sidebar.

The company I work in has many projects. So, we use the Queues for Jira & JSM. It consolidates all tickets into a single view. This helps us manage our workload and, most importantly, not miss requests.

Cross-project queues in Queues for Jira&JSM

Setting Up Jira Service Management on Data Center Hosting

Step 1: Install Jira Service Management

1. Go to my.atlassian.com and log in using your Atlassian ID.

2. In the Licenses section, click on New trial license.

3. From the Atlassian products, choose Jira Service Management > Jira Service Management (formerly Service Desk) (Data Center).

4. Complete the form with your organization's details.

5. Click on Generate license.

6. For new customers, the next step is to download and set up your new Jira Data Center trial instance.

7. If you have an instance and want to expand it, find out how to upgrade from Jira Server to Jira Data Center. 

Step 2: Create Your First Service Project

1. In the top navigation bar click on Projects > Create new project.

2. Choose a project template.

3. Assign a project name.

In Project Settings:

4. Set up request types to meet the requirements of your customers and team.

5. Add agents to the service project and grant them appropriate roles.

6. Set SLAs to ensure you meet your customers' expectations on time.

Step 3: Customize your customer portal

Design an intuitive customer portal that simplifies user interactions. Customize it with your project's name and logo.

Use Theme Extension for Jira Service Management to establish our visual identity and integrate links and a dynamic Searcher to help portal navigation, making our interface visually appealing. We achieved all of this with no coding expertise!

Adjusting Customer Portal colors in Theme Extension for Jira Service Management 

Step 4: Set up advanced features

In the Project Settings:

1. Create reports to visualize your team's performance, track progress, and optimize workflow.

2. Create the Confluence knowledge base. It will help customers find answers before contacting agents. 

Summary

It’s very important to encourage customer feedback and not be afraid of negative messages. Try to always listen to what your customer needs and act on it to enhance their experience. We certainly do it to show our commitment to continuous improvement of our service delivery and to build trust. 

How about you? Share in the comments how you handle customer requests.