The service desk is a single point of contact between the customer services team and our customers. It enables us to track our customers needs and respond rapidly to enquiries by fully utilising all the available resources like the most appropriate staff to deal with enquiries and sharing of the latest knowledge base articles. Using a service desk enables us to measure and improve our performance for our clients. It is our frontline support where our customers can raise requests directly within our system and track them to resolution.
What does it do?
Its the first point of contact for customers and employees alike. Jira service enables organisations to adopt new, modern practices that fit their needs and deliver high value to the business.
What is the role?
The key role of the service desk is to be the point of contact to address and resolve service requests raised by the clients, in line with the service desk objectives and therefore to satisfy the communication needs of the IT staff and the users of the customer organisation.
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Jira Service Management (JSD) is our help desk tool. It provides you with customer facing portals, enhanced SLAs, agent queues, and more, including enhanced reporting on service response times. Besides the customer portal, it also accepts issues through email. |
Why you should use Jira desk?
Jira Service Desk provides a simple, intuitive portal that only shows customers what they care about: services they need and the progress of their tickets. On the agent side, teams can deliver more efficiently with tickets processed by Jira workflows.
What would an efficient working service desk look like?
An efficient service desk should be able to report how long on average it takes to start working on service request from when they've been submitted, and how long it takes to resolve. ... The service desk should run like well-oiled machine, ready to react when you need them, so you can get back to your business.
What is the difference between a service desk and a help desk?
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).
How does Jira Service Desk work with JIRA software?
Service teams can link Jira Service Management tickets to issues in Jira Software so you can prioritize requests for development work. Developers can jump in and view comments and give feedback when issues require escalation
Who uses Jira service desk?
Many teams, one platform
Escalate issues to squash bugs, resolve incidents, respond to changes, and deliver great service quickly. By bringing development and IT support teams together on one platform, it's easy to collaborate across teams to rapidly address concerns. Customers can also leave reviews and problems they may have come across for the teams to fix and the teams can use it to find out answers to certain questions - solutions to problems.
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Atlassian Jira Service Desk Overview The Jira Service Desk is reliable help desk software offered by Atlassian and serves as a place where your customers can report bugs, contact you for help, access your knowledge base and request new changes. |
Why is Jira Service desk needed?
Deliver exceptional service experiences
When employees or customers report incidents or issues, you can easily escalate and route them to the right development and operations teams to squash bugs, resolve incidents, respond to changes, and deliver exceptional service quickly.