What is Jira Service Management?
Jira Service Management is a service management tool built on the Jira platform that allows teams to easily receive, track, manage, and resolve requests from customers.
It brings together IT, development, operations, and business teams on a single platform to deliver exceptional service.
Key features of Jira Service Management include:
Spin up a service desk with ease
- Manage all requests in one place
- Automate support interactions with AI
- Connect Dev and Ops teams on a single platform.
Manage requests, incidents, and changes
- Deliver great service experiences to external customers
- Manage onboarding/offboarding and staff requests
Leverage a knowledge base
- Customers can help themselves before reaching out
- Reduce repetitive tasks with automation
Modern incident management
- Powered by Opsgenie for major incident management, on-call scheduling, alerting, and incident swarming
Change management for the DevOps era
- Create change requests with contextual information
- Automated change risk assessments and approval workflows
Jira Service Management is suitable for teams across the business, from IT to HR to Legal, and comes with pre-configured request types, workflows, and other out-of-the-box capabilities to get started quickly. It can be customized further with over 1,000 trusted applications and integrations from the Atlassian Marketplace.
Is Jira a helpdesk tool?
Jira as a Helpdesk Tool
- Jira was not originally designed as a helpdesk tool, but it can be used for helpdesk and customer support purposes with the help of additional marketplace apps or plugins and customization .
- Jira has features that make it well-suited for use as a helpdesk systemas mentioned before in the last paragraph
Comparison to Dedicated Helpdesk Tools
- While Jira can be used effectively as a helpdesk tool, it may not be as intuitive or easy to set up as dedicated helpdesk software like Zendesk or Freshdesk .
- Jira’s strength is in its flexibility and ability to integrate with other Atlassian products, making it well-suited for organizations already using the Atlassian ecosystem.
- Dedicated helpdesk tools may provide a more streamlined and user-friendly experience for end-users submitting support requests, compared to the more complex Jira interface.
What is Jira service desk customer role?
Jira Service Desk Customer Role
- The Jira Service Desk customer role refers to the users who can access the service desk and customer portal to submit requests and interact with the support team.
- Some key points about the Jira Service Desk customer role:
- Service desk customers are typically end-users or clients outside the organization who need to request support or services.
- They can create issues/tickets, view the status of their requests, and communicate with the service desk agents through the customer portal.
- Service desk customers do not have access to the full Jira Service Desk administration or agent functionality. They are limited to portal-based interactions.
- Customers can be added individually or associated with an organization, which allows them to share tickets within their team/company.
- When a customer is added without an associated organization, they are automatically assigned the “Service Desk Customer” role in the project settings.
- However, if a customer is added with an organization, they do not automatically get the “Service Desk Customer” role, which can be confusing.
- Administrators can manually assign the “Service Desk Customer” role to users in the project settings if needed, even if they are associated with an organization.
How do I access Jira service desk?
Accessing Jira Service Desk
- If you are using Jira Service Desk Cloud, you can access it by going to the URL for your Jira instance, which will be in the format https://yourcompany.atlassian.net.
- If you are using Jira Service Desk Server, you will need to access it via the URL where your Jira Server is hosted, for example http://jira.yourcompany.com.
- Once you are on your Jira instance, look for the “Service Desk” link in the top navigation menu. If you don’t see it, go to the “Applications” section in the admin area and make sure Jira Service Desk is enabled.
- If you are a service desk agent, you will be able to access the agent interface and manage incoming requests once you log in.
- If you are a service desk customer, you can access the customer portal to submit requests by going to the URL provided by your service desk team. You typically do not need to log in if the portal is set up for anonymous access.
- To allow customers to access the service desk portal, make sure the “Who can access the portal and send requests to JSD Project?” setting is configured to “Anyone can send a request via the portal or address” in the project permissions.
Is Jira service desk good?
Is Jira Service Desk/Management Good?
- Overall, Jira Service Desk/Management is considered a capable and flexible service desk solution, with both pros and cons compared to other dedicated helpdesk tools:
Pros:
- Tight integration with other Atlassian products like Jira Software, Confluence, and Opsgenie
- Customizable service desks and workflows to fit diverse use cases beyond just IT
- Robust service management features like SLA tracking, reporting, and automation
- Free tier available for up to 3 agents
Cons:
- Third-party integrations may not be as seamless as the core Atlassian ecosystem
- For organizations already invested in the Atlassian platform, Jira Service Desk/Management can be a natural and powerful choice for their service desk needs.
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