Jira Service Desk is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides excellent visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime.
The tool covers many essentials out-of-the-box, such as advanced SLAs, intuitive customer portals, basic automation, and email handling.
For many years and running, JSD has been delivering smiles to millions of IT folks, end users, and stakeholders alike, since it works as is the single point of contact (SPOC) between the service provider (IT) and users for day-to-day activities.
In this article we will share with you the top features that make IT, dev, HR and more rely on Jira Service Desk to run their business and get more done in less time without all the chaos and confusion:
- Control Incident Management
Jira Service Desk makes it easy for enterprises to gain control of their help desk. Diminish outages, improve agent productivity, meet SLAs, and manage the complete lifecycle of IT tickets.
JSD Offers end users multi-channel support by allowing them to create their requests via a web-based self-service portal. Automatically convert requests to tickets. In no time, they can manage and track all incidents easily with a defined process through the entire life cycle by configuring custom statuses.
- Automate Ticket Workflow Process & Improve Efficiency
By using JSD, managers can automatically assign tickets based on technician expertise or groups for accurate, timely resolutions and prevent recurrence of incidents. Moreover, they can also automate every step of the ticket life cycle right from categorization to technician assignment by using customized business rules.
- Meet SLAs on time, Guarantee End-User Satisfaction
Jira Service Desk helps modern IT teams to Improve resolution times by assigning incidents to technicians as soon as they are logged into the service desk portal.
Users will be kept informed at every step of the incident management process using automated notifications, which will increase the end-user visibility of incident status and progress by providing information in the self-service portal.
Consequently, users will get regular end-user feedback and measure satisfaction levels at the time.
- Integrate with Jira Software
If you are working with Jira Software, you can link IT tickets to the dev team’s backlog. Get to the root cause of problems before they escalate.
- Integrated Knowledge Base
Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Confluence knowledge base helps to Solve IT Incidents Faster and enhance service quality.
The knowledge base will provide a real-time response to have any questions or concerns addressed immediately, where agents can provide customers with anything they need in a short amount of time, which will enhance the customer’s experience tremendously.
– Customised Portal
With Branded Mobile for Jira Service Desk, users also can have their own identity and to customize their customer portal by using several customizing alternatives. Where they can personalize the portal’s color, scheme, logo by applying their company’s theme and branding to the portal.
Know more about Jira Service desk, our well-versed experts are one click away to set up your demo.