An IT service portal is an online hub where customers can seek help and support. The portal serves as a self-service center where users can find answers to common questions, submit service requests, and track the status of existing requests. In Jira Service Management, an IT service portal corresponds to each service desk. You can find the equivalent of a self-service portal in Jira Service Management in the help center, which aims to provide simple access to its customers.

In Jira Service Management, the help center holds all the service portals so customers can easily find relevant information and file requests. Whether you need to contact IT support, HR, sales, or any other team, the help center has portals where you can email, submit a request ticket, or even chat. 

Within the help center, also called the IT service desk or IT service portal, users can submit technical issues, request software installations, and ask the IT support team questions. The IT help center portal provides a single point of contact for all IT-related questions, issues, and service requests.

ITSM software can improve your employees’ overall work experience with an intuitive and helpful portal that is a central hub for IT support.

When using Jira Service Management, every company must tailor its IT service portal to best meet the needs of its specific teams and employees. While there are common features to look for in an IT service portal, each company will need to customize the experience for their service teams and employees.

The key is understanding your users and their daily interactions with the portal. Best practices include the following:

• Prioritize the user experience: Ensure that the portal is intuitive and easy to navigate, focusing on streamlining user interactions to improve satisfaction and efficiency.
• Customize the user experience: Adapt the portal's features and layout to align with different teams' specific needs and workflows.
• Maintain a comprehensive knowledge base: Develop a detailed repository of information and solutions to empower users to resolve issues independently.
• Implement efficient request management workflows: Refine processes for handling requests to minimize response times and ensure that users receive timely and effective support.

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