What is JIRA Service Desk?


It is part of the JIRA Software and has other parts like JIRA Software and JIRA Core. The three work together and can help you simplify your task in your organization. It can create teams and other departmental teams can work collaboratively with the IT helpdesk and support teams in your organization. It is built on powerful Atlassian’s JIRA Platform. It is the most efficient way to tack your customers and has efficient collaboration mechanisms.  It helps the teams like the HR or IT to work in a collaborative manner. 
Key features:- 
  • Simple self service- It provides a very simple self service for the customers. The customers are able to communicate with the service desk easily and the reports are easily handled by the concerned personnel
  • Informative Reports- you can create reports easily and efficiently the way it matters to you
  • Streamlined ticket management- It is very easy to track the tickets according to the workflow designed by you as the ticket management is quite simple and you can directly monitor to whom the tickets are assigned to
  • Rick marketplace ecosystems- In the Atlassian marketplace the apps are available for JIRA in an affordable means so as the improve the working and functioning of the product
  • Powerful SLAs- You can monitor the deadlines provided by your customers and monitor how each of your teams are working according to their pre-defined goals. You can have your own pre defined calendars and can manage the deadlines provided by the customers more efficiently and in a punctual manner.
  • Automation – It also provides automation with repetitive tasks or tasks which have obvious transitions. 
How it works:- 
The customer submits a complaint directly via e-mail or through an agent on the JIRA Service Desk and a ticket is created. The service desk agent views the request and the ticket is put on queue. The service desk agent collaborates with the customer on the comment section and the issue is discussed with the JIRA Service Desk and the complaint is worked upon by the agents. The issue is solved by the agents and thus a resolution is created and the ticket is closed by the agent as per agreement between the agent and the customer. Thus the customer is satisfied.
Integrate with confluence:- 
The tickets created previous can be used as know how’s or aged in blogs and in the future if a similar problem arises for another customers, that customer can search the ticket labels and find a relevant solution to  his/her problem and the conflict can be resolved saving time for both the customer and the agents.
Track your assets:- 
Using Marketplace apps, like Asset Tracker and Insight, JIRA Service Desk is able to manage assets and when a customer creates a ticket for a particular product or service, pinpointing the product details helps the agent to find more information and thus makes him more capable of solving and resolution of the ticket.

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