How to set up Jira Service Management? Get started tutorial [for Jira Admins and Support Teams]

As companies grow, it’s time to switch from email support to a good help desk. But how do you make sure it’s managed well? The answer is the right software. Our pick? Jira Service Management tool. In this article, we will tell you how to set up Jira Service Management at your organization to make the most of its possibilities. 

Let’s start with the basics. Jira Service Management is a tool by Atlassian for efficient service management. It’s dedicated to IT service and customer support teams. With flexible service desks and automation, it helps agents handle issues smoothly. With Jira Service Management, teams can keep an eye on how they’re doing with meeting SLAs. This helps make sure services are delivered on time.

When it comes to Jira Service Management, we often talk about ‘issues’ and ‘requests.’ But what’s the difference between them?

Setting up Jira Service Management to match your project needs may seem overwhelming. No wonder, the tool has several integration options, features, and possible use cases. Not to mention the extensions available on the Atlassian Marketplace! But, let’s start from scratch. What should be your very first steps whilst configuring the tool? 

Here’s how to sign up for a Jira Service Management Cloud site:

Once your site is ready, follow these steps to set it up and create your first service project:

The next step is picking a project template for your first service project. Remember that you can change it later, so no worries if you’re unsure what to pick at this point. 

After selecting a template, as a Jira Admin, in the Project Settings, you can edit your projects: 

The updated name of the project will automatically change in any filters of your Jira. 

Project roles enable Admins to give users specific permissions or restrictions. It’s an important step in the configuration process. Properly assigned permissions assure safety and data security. You can choose from Administrator, Agent, Collaborator, Customer, and Stakeholder. The infographic below illustrates the dependencies between these specific roles.

Besides adjusting details and giving permissions, you have more ways to personalize things. You can set up each aspect in the Project Settings sidebar. This includes creating specific request types and SLAs. You can also customize forms and channels for customer communication.

Jira Service Management lets you automate repetitive tasks in customer service. You can set up notifications and offer language support. Additionally, with JSM, you can build a Knowledge Base for your team and assess Customer Satisfaction. The last option allows you to send brief surveys and get customers’ feedback. Then, you can monitor their ratings and comments in a dedicated report.

If you need more customization, you should use Assets. It’s a Premium and Enterprise-only feature in Jira Service Management. For this reason, in the beginner’s guide you’re reading right now, we won’t deliberate on it. If you’re interested in the topic, please go straight to the Atlassian documentation. 

The first thing you need to do is accept the invitation to the project from your Jira Administrator. To do it, go to your email, and click Join them now. Then, configure your account on the Atlassian site, if you don’t have one. 

Congratulations, now you’re part of the team and you can receive requests from customers!

If you only participate in one project, you’ll be taken directly to it. If you manage many projects, just go to the Projects section and pick whichever project you would like to work on. 

The third step is getting to know the Project Settings sidebar from your point of view. Here are some features that you might find useful: 

Perfect! From now on, you can check the portal, queues, reports, and SLA metrics in a service project. Agents can also add, edit, and delete comments on issues for both customers and internally. 

To use Jira Service Management on Data Center hosting you need to install it first. For Windows, download it from the Atlassian’s website. Then, the system will ask you to provide your Destination Directory, Home Directory, TCP Ports, and Install as a service function (if you’re an administrator). After determining it, the installation is complete. 

Then, you need to set up your Jira Service Management. Here are step-by-step instructions on how to approach this: 

To start, just click on the Create new project option from the top navigation bar. 

Just as in the case of Cloud, Jira Service Management for Data Center comes with customizable project templates. You can choose from: the Basic Service Desk, IT Service Desk, and Customer Service Desk templates. After you select one, all you need to do is name your project. The project key will be created automatically. 

Whilst setting up request types, consider what your customers will need in the future. Use simple language, don’t make things too complex. Here are some examples of possible requests: 

You can edit the fields that customers see, to display the necessary information only. Do it in the Edit fields section, under Visible fields. 

Note: It’s possible to manage your requests in groups. Groups are categories assigned to request types. Atlassian advises that it’s best to form a group when you have at least seven requests of a similar type. 

Queues are lists of requests that the team needs to care of. You can access them from the Queues section on the project sidebar. 

Remember, that Agents can’t add new queues or configure existing ones. This is why Jira Service Management queues allow Admins to automatically prioritize issues. You can also reorder them and set up due dates accordingly. 

When it comes to managing queues in large organizations, native JSM functionalities may not be enough. For example, teams have separate queues for each project. This makes it hard for agents handling multiple projects. They waste time switching between queues and might miss requests. This causes chaos and delays.

To solve this, we made Queues for Jira & JSM app. It shows all tickets from Jira Service Management, Jira Software, and Jira Work Management in one place. Teams can easily handle all their tasks and avoid missing anything. They can customize their view and group queues based on their needs.

With Queues for Jira & JSM, migrating queues and columns is quick. You can assign projects and team members to specific queues for better organization and security. You can also control who sees which queues for confidentiality. This makes ticket management easier, and agents can work better.

There are two roles you can grant at this point:  

To add agents, you just invite them to the team. To do this, select Invite Team in your project sidebar.  And that’s it. Now, you can assign them requests from previously prepared queues. 

In Jira Service Management, you have some basic customization options. The tool enables you to add a project name and logo to your Customer Portal, so your customers know for sure they contact the right team. 

If you wish to make it more appealing, you need the Theme Extension for Jira Service Management app.

This plugin lets you customize your Help Center with your brand’s colors and logos. You can also add links, a footer, and a flexible Searcher to make it more useful. The best part? You don’t need to know any fancy markup language. Our app has an easy-to-use panel for designing your Help Center.

Plus, Theme Extension offers Templates Gallery, so you can start your customization from pre-made designs. It also lets you create different looks for Customer Portals, which is handy for managing multiple projects at once.

And don’t forget about Permissions feature. It controls who can see your Pages, Projects, Portal Groups, and Request types. You can decide who has access and set restrictions for different users. Sounds interesting?

You’re almost set up! We can move on to some more advanced features. Here in this article, we would like to briefly describe what else can you do with JSM: 

As a Jira Admin, you can set up all these features in your Project settings. 

After you get an invitation, you can move on straight to queues. This is the place where you can display all requests that you need to take care of. 

When you open an issue from the list, you’ll be able to see its details and comment on them. Comments can be shared with clients or just be visible internally. What’s more, you can add images or other attachments. This comes in handy when you need to explain something more visually. It’s also possible to add emojis and react to comments. It certainly brings a nice touch to the communication.

Of course, if you prefer a more formal style, you can always disable reactions in the global settings. 

If you need help in resolving an issue, Jira Service Management got you. The tool allows you to share a problem with one of your colleagues or even with clients who experienced a similar case. There are several ways to do it. You can click the Share button, use mentions (@username), or add watchers or request participants. 

As an Agent, you’re encouraged to make the most of your knowledge base, but keep in mind that first, you need to ask your Jira Administrator to set up the connection between JSM and Confluence. This allows you to use an auto-search and find out which articles are performing best. 

The well-maintained knowledge base helps agents resolve issues faster. With consistent and up-to-date documents, even new agents can get up to the most common problems quickly. This, on the other hand, will allow others to focus on more complex requests. 

Help your customers quickly find what they need by grouping services logically. Use headings like “Tech Help” or “Billing” so they can navigate intuitively.

Simplify the process for customers by creating straightforward request forms. Use specific headings and ask only for the information you truly need.

Improve response time and efficiency with smart automation. Set up automatic replies to let customers know their request is received or update them on their inquiry’s status. Keep the human touch, though! A personalized approach is the key to success in business.

Empower customers to find answers independently by providing easy-to-read FAQs. Make your Knowledge Base clear and accessible. Self-service will surely be appreciated not only by your customers but also by agents.

Encourage customer feedback! Then, act on the feedback accordingly. This will demonstrate your commitment to making their experience seamless and enjoyable.