Before we start using JIRA Service Desk, it is important to understand that we familiarize ourselves with the key terminology, as follows:
Agents: These are members of your service support team that will be working on customer requests. They are your normal JIRA users that can perform actions such as editing, assigning, and closing requests.
Customers: These are the end users that will be raising support requests in your service desk. These can be customers of your product, or colleagues from other departments needing IT support.
Customer portal: This is the main landing page for your customers. It is a simple, clean, and easy-to-use front interface for your service desk, without all the extra noise from the standard JIRA interface. The following screenshot shows the customer portal from Atlassian's support portal:
Queues: These are like JIRA filters that show you a subset of issues that meet a certain criteria. Service desk agents use queues to prioritize...
