User manual/documentation for the customer?

[Rojan Koc]

Hi again Atlassian :)

Is it possible to find any customer documentation/manual for creating tickets and everything that is customer-related? 

Best regards,

Rojan Koc

[Angélica Luz · Accepted solution]

Hello Rojan,

Thank you for reaching out to Community!

I searched for documentation about the customer portal and I found only documentation for Administrators and Agents, nothing specific for customers.

The customer portal doesn't have many options and has few menus, I believe that's the reason why there is no documentation about customer portal for customers.

Can you please let us know if there is something specific that customers would need some step-by-step guide?

Regards,
Angélica

[Rojan Koc]

Hi Angélica,

Thank you for your answer. 

The customer wants a user-manual that could explain how to create an incident/ticket in the customer portal or how to search in the KBA (how-to-articles) in the cm-portal, but I guess it would be easier if we made the documentation instead or what do you suggest?

Last question: I don't really know your role/position concerning the service desk platform you work on, but how do you introduce new customers to the SD? 

Best regards,

Rojan Koc

[Angélica Luz]

Thanks Rojan.

I brought up the idea for an article and I'll create one guide for customers here in Community. It will be posted probably by the end of next week.

In regards to introducing customers to the customer portal, usually, I don't see questions from customers about the portal here, only from agents or administrators. So, I believe it will depend on each customer and who they will approach when they have a question about a feature in the portal.

[Angélica Luz]

Hi @Rojan Koc

The article is live and available for you to share with your customers.

- Jira Service Desk Cloud - The complete guide for Customers 

Thank you again for the idea and I hope the guide helps you.

Have a good day!

Regards,
Angélica

[Louange HIRWA]

@Angélica Luz You are a life saver! Thank you