Over the past few years we’ve found that more and more of our clients are using Atlassian’s Jira. Whether they’ve implemented Jira as a development tool or are taking advantage of one of its other applications (such as tracking business processes and work flows), most have one thing in common: They love Jira and Jira Service Desk!
Since Atlassian restructured Jira into three separate products with the release of Jira 7 in early 2016 we’ve seen another trend as well. Now that Jira Service Desk is such a robust offering, organizations are truly loving it, too. JSD is not just an excellent tool for tracking and resolving issues in traditional IT Help Desk environments. We’re also seeing it used by Human Resources, Customer Support, Marketing and more.
Considering implementing Jira Service Desk?
If you’re already in the Atlassian environment and looking at service desk solutions, here are four reasons why JSD is an excellent choice:
- No need to install additional software – Jira Service Desk runs on the Jira you’ve already got. To activate Jira Service Desk all you need to do is install a license key!
- No need to re-enter existing projects – If you’ve been getting around your lack of service desk software by tracking Service Desk tasks in a regular Jira project, you won’t have to start again from scratch. Just click a few buttons and your Jira project will convert to a Jira Service Desk project—and your team members will get to start enjoying the ease of use that Jira Service Desk offers.
- Ability to use all the power of Jira – All of the powerful workflow, search and reporting capabilities that you’ve come to appreciate in Jira are available in Jira Service Desk, too. For example, you can configure the workflow to match your actual process. You can create an automated approval process with multiple approval points. You can search for pretty much anything that has been entered into the software, with a level of precision that competitive products don’t offer. Then you can feed those search results into reports, queues, Service Level Agreements and more.
- Ability to connect to an ITSM Knowledge Base – If you want to create a self-service help desk, simply connect your Jira Service Desk instance to an associated Confluence Knowledge Base. Then when users start typing in their request, Confluence will automatically search for relevant articles. The system uses built-in machine learning, gives you a lot of control over how this content is presented, and provides some great reports to help you judge the effectiveness of the articles you’ve written.
Still not sure if Jira Service Desk is for you?
Watch my free “Is Jira Service Desk for You?” recorded webinar below. In just one hour I’ll do a deep dive into Jira Service Desk, including a demo of its features; provide an overview of the ITSM and customer support use cases; look at three popular apps (Insight, nFeed and Refined Theme for Jira Service Desk); and answered questions that might be the same as ones you have.
By: Dave Theodore
Atlassian Team Manager