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Every service desk project comes with an online portal that your customers use to interact with your service team. Here are some best practices on how to design an easy-to-use customer portal that will help both your team and your customers work more efficiently. 

Brand your help center

Customers can use the help center to search for request types and knowledge base articles across all customer portals they have access to, but ensure that they are able to easily identify the correct Service Desk portal. Customize your portal by:

  • Uploading your department logo to automatically generate a matching theme for your customer portals and help center header. 
  • Name your customer portals and help center so customers can easily find your team's service desk.

Help customers find the request types they need

  • Name request types in language that's familiar to your customers, and use keywords they'll recognize. For example, name a request Access to a system instead of VPN access
  • Use different icons for different request types, so customers can easily identify request types in the customer portal.
  • Add contextual help (e.g. specify photo dimensions and format for the attachment field) with the Field help field.
  • Use examples in your request type descriptions (e.g. If you need a software license such as Microsoft Office, raise a request here). 
  • Link to other information that might be helpful for customers in the request type description. For example, if you have already have a list of available SharePoint sites on your Intranet, add a link to the page in the request type description and instruct customers to find the required resource without needing to open a request. 

See Configuring request types and workflows for more information on naming request types.

Group related request types

If you have more than seven request types we recommend grouping some of them together to help customers find what they need. Groups display on the left panel customer portal, expanding into requests on the right side. Customers choose a group to view the request types it contains.

To add groups, select +Add group from the sidebar. While viewing a group, select Add existing request type to add your request types to it.

 

If you don't want customers to see a certain request type, you can remove it from all groups, or move it to the Hidden from portal group.

Agents can use hidden request types to organize work internally. Removing a request type won't affect requests that have already been created.

To change the order of groups in the drop-down:

  1. In your service desk project, select Settings () > Request types.

  2. Drag and drop request type groups in the sidebar.

See Configuring request types and workflows for more information on managing request types and groups.

Set up a knowledge base

As you use your service desk, your team will learn about common customer problems and ways to solve them. If you add a knowledge base to your service desk, customers can search for answers in the Help Center and solve their problems without sending you requests. To add a knowledge base, link a Confluence space to Jira Service Desk. 

To learn how, see Serving customers with a knowledge base.

Add transitions

You can show transitions on the customer portal so that customers can transition requests. For example, say an agent shares a knowledge base article with a customer. If the article solves the customer's problem, then the customer can resolve the request.

To add a transition to the portal, you edit an existing transition in the workflow.

  1. In your service desk project, select Project settings () > Workflows.

  2. Click  next to the workflow that contains the transition you want to add to the portal.
  3. Click Diagram to open the diagram view.
  4. Make sure Show transition labels is selected.
  5. Click the transition in the workflow, and then select Show transition on the customer portal.

Customer transitions behave slightly differently than other workflow transitions:

  • Screens don't display on the customer portal. When you add a transition to the portal, you can set a resolution for requests that customers transition.
  • When an issue is transitioned from the portal, it bypasses any validators that are defined for the transition.

If it seems like the portal transition isn't working properly, make sure there isn't an automation rule in conflict with the transition.

To learn more about workflows and transitions, see the Advanced workflow configuration configuration page.

Manage access to your portal

You can allow customers to create their own accounts in the portal, or limit access to customers that your team adds. To learn more about different access options, see Set up customer permissions.

Add announcements to the portal

Announcements are a convenient way to alert your customers about outages, events, or office hours. 

  1. In your service desk project, select Project settings () > Portal Settings.
  2. Complete the Subject and Message fields in the Announcement section. 

Allow agents to add announcements

To allow agents to add announcements to the portal, go to Project administration > Portal settings. In the Announcements section, choose Yes.

Add announcements to the help center

If your Jira admin grants you permission, you can add announcements to the help center. Learn more about the help center.

  1. In your portal, click the help center name or logo in the top left.
  2. Click the Customize button on the right, then complete the Announcement subject and message.  


To see the official Atlassian support documentation on this subject you can see their pages here: Configuring the Customer Portal and Best Practices for Designing the Customer Portal.

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