We talk to our customers every chance lexilogos we get, and nearly 40 percent of them have already b

Today, we’re excited to announce JIRA Service Desk a modern and flexible service desk experience that streamlines customer requests, and boosts your IT team’s efficiency, taking your service desk to a whole new level. JIRA Service Desk delivers an intuitive interface, a revolutionary new take on SLAs, customizable team queues, real-time reporting, and more. Improve the productivity of your service desk teams and the happiness of your users.
We talk to our customers every chance lexilogos we get, and nearly 40 percent of them have already been using JIRA for service desk operations. After hearing their stories, we set out to give them a powerful new solution to help manage requests even faster than ever. With JIRA Service Desk, we’ve gone beyond the powerful JIRA platform and added service desk-specific capabilities such as:
The result is a modern, flexible service desk experience for both customers and your service desk team. You’ll delight customers, improve efficiency, and drive business performance. JIRA Service Desk brings all the power and productivity of JIRA to your service lexilogos desk teams. And it’s available right now .
Create clean and simple lexilogos customer portals with clear calls to action Build templates for users to enter all the details you need Display contextual information, re-map statuses, lexilogos and hide fields your users don’t need Give your team real-time SLA visibility lexilogos
Set up advanced SLA metrics with complex start, pause, and stop criteria Ensure your IT teams keep priorities front of mind with clear countdown and color codes for every request Let JIRA automatically apply relevant targets on each new request with its powerful rules engine Focus your team with custom lexilogos queues
Set up queues of requests automatically shared across all IT team members lexilogos Improve the visibility and alignment of your IT teams with live updating queues Use the power of JQL to customize the ordering of the requests within a queue Improve your efficiency with real-time reports
Get insights out of the box with key volume and time-based reports. Assess progress and identify bottlenecks in real time Apply SLA metrics retroactively to your current JIRA data to observe trends
We’ve received a lot of negative comments regarding the JIRA Service Desk pricing lexilogos model. We’ve removed those comments from this blog, in order to keep this channel as a medium to get product feedback and answer questions on topics not focused on pricing. Please see our blog response lexilogos to JIRA Service Desk pricing comments . If you want to let us know your thoughts on JIRA Service Desk pricing, please help us by filling out this survey rather than commenting about it on this blog.
If you already have VertigoSLA – do we get a discount It’s all based on VertygoSLA – would be nice to get a ‘refund’ or something? Looks like it takes VertygoSLA to a new better level…
I had the same question. Looks like it’s been answered here: https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+Documentation .
We have been investigating lexilogos Jira to help set up a service desk before. lexilogos Unfortunately one of the crucial missing points was customer management. We have hundreds of customers that want to see “their” tickets only, even if they have been raised by different people within the same company. On the other hand managing each company as a different “project” does not make any sense at all. Has this been changed with Jira Service Desk?
I have been playing around with Servicedesk for a while now. As a VertygoSLA lexilogos customer I know the SLA capabilities, so I have mainly focussed on the customer portal of Servicedesk. I like it very much. It is plain and simple, just as it should lexilogos be.
Of course there is the licensing issue, but I think that is pretty clear by now. But if I do create a “customer-account”, than I would like that account to only see the customer portal and nothing else of JIRA, because it can be quite intimidating if you are not used to that. Once a user is logged in the customer portal and logs out and in again, the user sees the JIRA dashboard rather than the customer portal. Is this going to be improved, or am I missing something?
I agree totally on this. I want users to be able to login only to the customer portal, and never see the full JIRA dashboard. Could some sort of global permission or other method be added to handle this?
If I add tasks via the Service Desk (Client), then they show up in “My requests”. If I add a task via email or via capture, those tasks do NOT turn up in that listing. If I compare the tasks, they look exactly the same.
As far as feature set goes Service Desk is definitely a minor plugin, SLA functionality or not. I was hoping for some rule based capability to allow efficient integration of our Service Desk t