If you’re in the market for a service desk solution, you’re probably wondering if Jira Service Desk is for you. Perhaps whatever you’re currently using to run your service desk just isn’t working for you anymore, is too expensive or is being discontinued by the vendor. Maybe you don’t currently have a service desk system at all, but want to implement one. Whatever your reason, you want to be sure that whatever you choose is easy to implement, easy to use and offers all of the features you need.
At Coyote Creek we’ve helped many organizations get Jira Service Desk in place, and have seen firsthand how well Atlassian’s software for tracking and resolving issues works. Here are some of the top reasons why organizations love Jira Service Desk:
- Jira Service Desk runs on Jira – As I explained in a prior article, if you have Jira, activating Jira Service Desk is just a matter of installing a license key. After that, existing projects can be easily converted to Jira Service Desk projects, and your team members can take advantage of Jira’s powerful workflow, search and reporting capabilities.
- The licensing follows the agent model – You only have to buy licenses for your agents, i.e. the people who work at your service desk. The customer/end user licenses are free.
- You can have an unlimited number of service desks – Unlike most competitive offerings, with Jira Service Desk you can have as many service desks as you want within your one Jira Service Desk instance. Go ahead and set up a separate service desk for each team or department! We’ve seen situations where there are multiple service desks for IT, one for Human Resources, one for Customer Support, one for Finance, etc. Plus, Jira Service Desk comes with fully customizable project templates for a variety of use cases. You can implement these as is or use them as the starting points for your custom environment.
- The end user interface is very easy to use – Jira Service Desk’s customized service catalog (the catalog of different requests that end users can make) lets you set things up based on the end users’ language and then map these request to the actual issue types from the agent’s viewpoint. With this mapping you can map one to many or many to one. But the big advantage here is that you don’t have to force your end users to “speak IT.”For example, say someone spills coffee on their laptop. From the coffee spiller’s viewpoint their laptop is broken and they cannot do their work. They’re looking for technical assistance. From IT’s perspective, this problem requires a purchase request. Jira Service Desk can be set up to map the “coffee spilled on laptop” service catalog item to the “trouble” and “purchase request” issue types, and also open up the correct purchase request form as well.
- Numerous advanced features are built in – Some of the more popular options include…
- Highly detailed reporting – Pretty much anything can be done in JQL (Jira Query Language). Want to see who owns the most open tickets? No problem. Want to see who your problem customers are? Also no problem!
- Highly configurable queues – Once again, pretty much anything can be done in JQL. For example, if the person opening the issue is an executive, put the issue in the “Executives” queue.
- Customizable notifications – With Jira Service Desk you can customize the look, feel and content of the outbound emails that the system sends to end users.
- Automatic ticket creation – Mail handlers let you receive emails and automatically convert them into service desk tickets.
- Easy escalation – Easily escalate service desk issues to Jira issues for other teams to address.
- It’s easy to expand functionality – With over 600 different Apps available for Jira Service Desk through the Atlassian Marketplace, you’re getting a system that’s backed by an entire ecosystem. Apps are available for automation, simplification, reporting, tailoring things to a very specific use case, and much more. I’ll be demoing three of these Apps at Coyote Creek’s upcoming webinar, “Is Jira Service Desk for You?” Register now to see Insight (manages assets), nFeed (brings external data into JIRA fields) and Refined Theme for JIRA Service Desk (customizes the customer portal’s look and feel) in action.
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, with a demo that goes far beyond what Atlassian has posted online. You’ll also get an overview of the ITSM and customer support use cases, a look at the three popular apps mentioned above, and I answered some questions that you too might have.