One of the services provided by Atlassian is the Jira Service Desk, to help companies deal with urgent problems with their services, handle complaints quickly and improve the user experience. Certainly, e-stores and services such as social networks, forums, even shopping services, e-payment, and many other services focus on improving the user experience by addressing the problems that the services suffer in cooperation with user notifications.
Jira Service Desk for Services works well with another product in Atlassian called Confluence Affinity is a collaborative application for document management and storage With Confluence a team can build a knowledge base of articles that appear in your web portal Clients can read this information and help themselves before contacting you.
What is Jira Service Desk Ticket Management System?
The service may suffer from problems and errors that the work team may not notice, and accordingly, the Jira Service Desk ticket management system provides customers with sending tickets to report those problems and work to address them. Companies that provide tangible products also in various fields can use the system to provide real technical support to customers and address any problems they encounter when using products.
Features of Jira Service Desk Ticket Management System
The Jira Service Desk allows keeping things simple and easy for end-users: a custom client portal can be set up so that you only see one screen with a selection of orders expressed in their own terms, so users can select the order that’s right for them, fill in some blank fields and click to submit and they’re done Create a request for the technical support office team to work on addressing the problem and take appropriate decisions. Before the order is created, the customer has the opportunity to search for a solution, using a self-knowledge base, even when writing an order, articles will appear based on keywords, this will significantly reduce the number of orders agents have to deal with.
Jira Service Desk also allows you to divide the tickets you have received between normal, serious, and high priority so that the team works on the most important requests first before those that belong to the second level, this is very important in technical support services. The system provides detailed reports on the performance of the technical support team in handling problems and dealing with customers during the day and week and shows the team’s success rate, the speed of processing requests, and other details that help you in evaluating and holding the technical support team accountable.
Custom rules can be created using triggers, conditions, and procedures, so the system can provide a specific comment or message to the customer when he opens the ticket and a specific message appears to help him in the event of a problem before the team works on reviewing the message and working on the problem in general. JIRA offers a great workflow engine where you can easily dictate how you want the JIRA Service Desk to behave to make the service desk efficient and smooth. It can also have different status names appearing on the client portal, to make the workflow look more user-friendly, if you want to get started quickly with the workflow in the service desk, JIRA Service Desk 3 provides a basic workflow for the incident, problem, change and service request management. Among the other advantages provided by this system is the integration of the telephone system with this system and thus the development of technical support to be voice calls received by the work team
Reporting and Integrations
Basic reporting features provide information within the sort of charts and graphs, supported factors like Average Age, Created Versus Resolved, Recently Created, and Time to Resolution. While the canned reports provide an honest summary of the requests you’d want to trace, it is also possible to create your own custom reports by exporting the info to Microsoft Excel. in any case, we found that Jira Administration Work area’s revealing falled behind that of Vivantio Ace out of the box. you’ll expand report functionality, but you’ll finish up adding third-party modules to form that happen.
If you do not get to push the reporting envelope, however, the Jira Service Desk features a nice layout. Each agent has access to an Activity Stream that lists the requests that are now active and those that have recently been closed. Jira uses dashboards to point out the present status of all outstanding service requests plus other pertinent information. It’s possible to create a replacement dashboard from scratch or to repeat and modify an existing one. Jira Service Desk supports Webhooks, which allow you to create a push notification tied to a selected event. an upscale set of Representational State Transfer application programming interfaces make it possible to interact with Jira Service Desk programmatically.
Jira Service Desk system dashboard
The software also offers some asset management functionality. We didn’t review it as a part of our IT asset management review roundup because that may not the platform’s primary purpose, though Atlassian does make it a marketing point. the corporate recommends Insight by Riada as an add-on to Jira Service Desk for asset management, but also offers support for Oomnitza, Device42, and Snipe-IT within the Atlassian Marketplace.
If your company uses Google G Suite, Jira’s G Suite integration provides how for you to automatically provision accounts for your licensed users. One limitation of this is often that users will be got to log in with their primary email address which may get on any domain within the linked G Suite account and can’t log in with any aliases that they are using for that address. Security Assertion terminology Single Sign-On is additionally available if you are looking to need your licensed users to log in together with your identity provider.
Pricing and Overview
Jira Service Desk does an honest job of leveraging the inspiration of Atlassian Corp. and its surrounding open-source community. The hosted solution mirrors the potential of the server-based product without the headaches of maintaining the underlying hardware and OS. Its cost is like its competitors’, although the necessity to feature components to implement a knowledge domain and Jira’s inability to permit customer access through social media isn’t ideal. In the event that those limits aren’t essential to you, Jira Administration Work area gives a strong establishment to robotizing your helpdesk activities.