Overview of Helpdesk

So, now you're anxious to create a project in Jira Service Desk but it makes more sense to first go through the basics of a typical help desk system and understand its various aspects. These concepts will help you understand Jira Service Desk better.

Basic features of any help desk

Let's do a quick walk-through of various aspects and features of a typical help desk:

• Different user roles—customers and agents: In a help desk, there're primarily two types of users; one is your customer, who will raise a ticket on the system to get help from the service or support desk. The agent, on the other hand, will respond to the tickets and provide help to the customers.
• Service level agreement: Customers expect a quick resolution of their tickets. You can't expect them to wait indefinitely after raising a ticket. The service level agreement, also commonly known as SLA, defines how quickly agents will respond and resolve the ticket. Multiple SLAs can be defined and agreed with the customer...