To fully customize your service desk portal, perform the following steps:
- Log in to Jira Service Desk as an administrator.
- Browse to Administration > Applications > Configuration (under Jira Service Desk).
- Click on the View and customize link under Help Center.
From here, you can configure a range of customizations for how the service desk portal will look when a customer visits it. You can add a logo, banner, color scheme, and announcement messages. With announcement messages, you can use wiki markup, so you will be able to use styles such as bold and italics and create hyperlinks. For example, the following announcement message uses some of this markup:
Welcome to the newly launched Global Support Center!
If you have any issues or questions, please contact us at [email protected]. We are here to help!
_your friendly support team_
Your customizations will be reflected as soon as you make the change. Once you are happy with the result, click on the Save changes button at the bottom of the screen:
After you have customized the look and feel of your service desk portal, you will need to customize the type of requests that customers can make. By planning out the request types properly, you can help your customers to better understand where to log their requests so that they can be routed to the relevant team members for faster resolution. Request types are managed for each service desk (Jira project):
- Browse to the service desk that you want to set up request types for.
- Click on the Project settings option in the lower-left corner of the screen.
- Select the Request types option from the panel on the left-hand side panel.
- Add a new request type by entering the name of the request, its type, and the groups it belongs to. Requests in the same group will be displayed together in the portal. Note that a request can belong to multiple groups.
When selecting and creating groups for your requests, try to name them based on the common theme shared by all the request types that belong to it:
We will now take a look at how this works.