Getting started with Jira Service Management
Before we start using Jira Service Management, it is important to understand and familiarize ourselves with the key terminology, as follows:
- Agents: These are members of your service support team that will be working on customer requests. They are users that can perform actions such as editing, assigning, and closing requests.
- Customers: These are the end users that will be raising support requests at your service desk. These can be customers of your product or colleagues from other departments needing IT support.
- Customer portal: This is the main landing page for your customers. It is a simple, clean, and easy-to-use front interface for your service desk, without all the extra noise from the standard Jira interface, as shown in the following screenshot:
Figure 11.3 – Customer portal
- Queues: These are like Jira filters that show you a subset of issues that meet a certain criterion...
