Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,463,115
Community Members
 
Community Events
176
Community Groups

features of the jira service desk

Does the jira service desk keep record of customer information when they send in issue the first time

Does it generate tickets ID 's for issues logged

can the customers monitor the issues they logged

Is there an SLA Breach flag system. 

can issues be escalated to other terms by the Agents

1 comment

Hey @joey

1. If you allow anyone to submit a ticket, a customer profile will be created when they submit the ticket. It will only store their name and email.

2. Every ticket has a ticket number. It starts with the projects ID and then followed by the latest ticket number logged in the project.

3. Yes, there is a my requests section on the portal for customers to see their ticket. They can see the status, the information they provided and add new comments/attachments

4. When an SLA is configured, a timer will be shown to the agent while viewing the ticket. You can set up notifications and filters to alert before and when an SLA breaches

5. Issues can be moved from one project to another. There are also other ways that involve adding other agents to the ticket or automations that can do this for you.

 

I recommend checking out the below demo. You can also start a free trial and try all of these things out yourself.

 

https://www.atlassian.com/software/jira/service-desk/demo-on-demand

Comment

Log in or Sign up to comment
TAGS

Atlassian Community Events