Manual for Jira

A small breakdown of Jira

We tried to mimic Kayako as much as possible by adding fields and adjusting names

There are some terminology changes :

Ticket is now Issue

so when you want to create a ticket you go to up toolbar next to apps and press create

And then you get a Create issue layout

You can create the issue and then fill out the fields or later on when its created just enter the summary otherwise it wont create an issue.

Regarding Fields we have in Jira

Reporter is the same as receiver (the client)

In the reporter field you the clients email - he is the receiver

Department - We have added that in Jira

You can choose the department it relates to and just keep in mind it has a cascading option

As soon as you choose A department another option will be presented below to which subcategory it relates a.k.a Sales - tasks or etc.

Assignee is going to be the person handling the issue

Priority same as in Kayako

Statuses

For statuses they are almost the same

Open
Waiting for response (from customer)
closed = resolve the issue and then Done