Jira, Atlassian’s versatile issue tracking application, can be hosted locally or in the cloud. Features such as custom fields, the ability to specify mandatory fields, rest APIs, and workflow definitions can be used to achieve the exact functionality you need. The service desk solution is further extensible through the Atlassian marketplace, which features over 1,500 first and third party plugins for Jira, Confluence and other Atlassian applications.
The core of the service desk solution is the Jira Service Desk add-on which converts Jira issues into service desk tickets and provides functionality such as SLAs and a customer portal directly accessible to the customer. Multiple service desks can be set up and managed each with their own queue of service tickets, to better delegate work and improve operational efficiency.
Its clean, streamlined interface ensures that users can create service tickets quickly and easily without having to navigate through unnecessary forms or information. A customisable queueing system ensures that a team member is looking at these tickets at a moment convenient for both them and the customer. Powerful SLA metrics can be set quickly and conveniently, and real-time reporting (using Jira query language) allows you to assess how your employees are meeting the SLAs – and how they could improve.
Any service desk is naturally complemented by a knowledgebase. In the case of Jira Service Desk the knowledgebase is provided by Confluence – a web-based team sharing tool from Atlassian which integrates tightly with Jira. Acting as a repository for previously solved service tickets, Confluence allows your support team to access historical solutions for customer issues in an instant. If answers are not immediately available, Confluence’s communicative function lets the user ask questions of the entire team – or specific members.
The Confluence knowledgebase is searchable and also provides suggested solutions to customers as they type in their service requests, so that in some cases customers will find the answer to their question before they have even raised a ticket.
Our Atlassian service desk solution uses:
- Jira Service Desk
Automation Consultants are experts at deploying and providing support for service desk solutions – contact us today to find out how we can make your service desk function quicker and more cost effective.