Working with issues

Working on service desk projects

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In JIRA Service Desk, customer requests are automatically triaged into queues, so you can easily find the issues you need to work on. If you are ready to jump in and learn more about working on and managing customer issues, you're in the right place.This page introduces you to the concept of an issue. You can then learn more about creating, editing, and collaborating issues in the Next steps section.

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What is an issue?

Different organizations use JIRA applications to track different kinds of issues, which can represent anything from a software bug, a project task, to a leave request form.

In JIRA Service Desk, an issue represents a customer request (i.e. a helpdesk ticket), such as "Our printer is not working", which appears as follows in the customer portal:

As an agent, you then pick up the issue from the service desk agent view:

Next steps

Check out the following pages to reach issue ninja status:   

Last modified on May 5, 2017

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