JIRA Service Management

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A highly efficient tool for your support team

ATLASSIAN JIRA SERVICE MANAGEMENT

Jira Service Desk offers IT teams all the necessary tools to quickly solve their clients’ problems, technical difficulties, and various user requests. Thanks to its user-friendly interface, your clients or employees can forward their request to the support department or directly find answers to frequently asked questions. The service desk employees are presented with structured support requests that they can easily and efficiently take care of. Jira Service Desk offers a highly efficient ticket system, you can use for your customer service as well as for an internal business portal. Furthermore, it is possible to integrate Jira Service Desk with other Atlassian products like Jira Core, Confluence or HipChat and to adjust the integral solution to your requirements.

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OVERVIEW OF THE ADVANTAGES USING JIRA SERVICE DESK 

Efficient service level agreements

Define your own SLAs by criteria, conditions, and time settings. If a ticket does not receive any activity in a certain amount of time, the system will alarm the relevant employees or automatically assign the incident to an agent.

 

Real time reports

With Jira Service Desk, you can evaluate and visualize the performance of your support team in real time. Thanks to reports concerning certain metrics, you can identify bottlenecks and improve the organization processes and the quality of your customer support.

Integration with confluence knowladge base

Integrate Jira Service Desk with your enterprise wiki and create a documentation of frequently asked questions. That way, your client immediately receives the proper answer and your support team can focus on requests, that really require your support team’s attention.

Intuitive Interface

The easily-manageable interface will fill your clients as well as your employees with enthusiasm, as your clients do not have to deal with filling out complex forms and your support team has a clearly structured portal at their disposal, which saves lots of time.

Integration with JIRA Software

Profit from the integration with Jira Software and link the tickets to your software development. That way, you can quickly fix bugs, solve issues, and contribute to a lasting improvement of your customer experience.

Adjustable queues

Thanks to easily configurable queues, the requests are automatically entered in the proper queues and assigned to the responsible employee. That way, your support team works on the right tickets at the right time and in the right order.

ITIL-Support

Jira Service Desk offers an agile way to manage changes to your enterprise and to overcome risks. With Jira, you have a unique tool at your disposal, that supports service requirements, incident management, problem management and change management.

Selfservice for clients

With Jira Service Desk, your clients do not have to create all the tickets themselves. The system can access your knowledge database and generate intelligent and automated suggestions for every request. Your clients can even answer questions among themselves.

Flexible Individualization

Expand Jira Service Desk with over 1.800 add-ons, receive notifications via GrapeChat, adjust the design to your own corporate identity and stay mobile with its applications for smartphones and tablets.

EXAMPLES OF JIRA SERVICE DESK’S RANGE OF APPLICATION

Service management

Jira Service Desk simplifies processing service requests, requests for new services or e.g. requests for additional information and hints. Thanks to the integration with other Atlassian products, you can integrate all teams into improvement activities and manage them.

Help MANAGEMENT

Reduce reaction times and fix your clients’ immediate problems, bugs, and incidents as soon as possible. Your support team must focus on your clients’ urgent problems – offer them a first-class customer service.

Call Centers

Install the CallCenter for Jira Service Desk add-on and enable your end users to create support tickets by guided voice commands via their smartphone. The whole range of Jira Service Desk’s services like SLAs, request types and much more is maintained.

Change management

Change processes can easily be managed with the integrated change management workflows. They take care of change task recording, evaluation, approval, and implementation. Also integrate Service Desk with Confluence Team Calendar and determine the changes.

Incident management

Reduce the number of incidents that disturb service quality. With Jira Service Desk, you can categorize and prioritize incidents, assign them to the proper employees, fix and protocol them and inform your client.

Complaint management

Reestablish your clients’ satisfaction! With Jira Service Desk, you will never miss any complaints. You can statistically evaluate the complaints, thematically assign them to certain employees, and stabilize the relation with your clients. Furthermore, the expenses for the acquisition of new clients are reduced.

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    Johann Kohlbacher

    Geschäftsführer

    Tel.: +43 664 310 30 90

    johann.kohlbacher@nowconsultians.at

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