A is for Activate: Share your top Jira Service Desk onboarding tips for new users!

[Jack Brickey]

yes that is helpful and I have added to my text expander list. I don't recall seeing this previously.

[LarryBrock]

My experience here on the Community site is similar to yours @Jack Brickey - spot on!

[LarryBrock]

Thank you for pointing out the glossary @Manon Soubies-Camy!  That'll be a great resource to which I can refer new users.

[Manon Soubies-Camy]

The only onboarding issues I face when deploying JSD are because of terminology. It's sometimes hard to understand the difference between:

• an agent, a collaborator and a customer
• a request type and an issue
• the help center and a customer portal, etc.

So I'd recommend to start by looking at the Jira Service Desk glossary to avoid misunderstandings!

[Jack Brickey]

Based upon my personal experience and even more so the questions that repeatedly arise in the Community here are my top three in order:

1. terminology - including: customers, agents, collaborators, queues, SLAs, request types vs. issue types, etc
2. designing and working with queues
3. Automation

[Mahesh S]

My #1 is to understand the Service desk nomenclatures which helps any team member to provide solutions to the customer. JIRA is an unique app which can be customized extensively. Hence I always recommend to understand the JIRA/SD features and use cases so that any solution can be implemented easily. A few are understanding satisfactions, feedbacks forms, notifications, setting up templates, permissions and roles.

[Nick Coates]

I agree with @LarryBrock that it's really hard to have just a #1 tip, but one of the "best practices" I've adopted is around the requests forms and the categorisation of these requests on the customer portal. Rather than just creating a form with generic "labels", try to understand it from the user and build the requests as if you were going through the journey of raising a request.

For example, Issue Description could become "What issue are you experiencing?". 

Another tip would be around organising the roles, and coming up with some sort of 'roles matrix' so you're granting access to the appropriate roles.

[LarryBrock]

Hi Molly!

My number one tip would be to spend the time to learn and understand the roles of customer, organization, agent, and project admin from the JSD viewpoint.  Right behind that is to understand how "Requests" relate to issue types and workflows.

It's really tough to have a #1 as it depends heavily on whether the organization is new to the Jira family or adding JSD to an existing Jira installation.