Atlassian has announced the availability of JIRA Service Desk, its service desk software designed to boost IT team efficiency and streamline end user requests.
JIRA Service Desk integrates directly with JIRA, the company's issue management software. The firm's own surveys suggest that as many as 40 percent of customers are already "extending and configuring" JIRA as a service desk for its workflow and tracking abilities.
JIRA Service Desk adds specific service desk capabilities including advanced SLA-management, customizable team queues, real-time reports and analytics, and a new "end user experience" (we think they mean "function") for creating and managing service requests.
NOTE: JIRA Service Desk is as a hosted solution through Atlassian OnDemand — Atlassian's cloud offering — or installable on a company's own infrastructure.
"Customer demand for a service desk solution built on JIRA has been strong and growing, so we're excited to introduce a new experience for both agents and end users," said Bryan Rollins, JIRA business manager. "The service desk software category has historically been defined by software users don't like. That ends today with the introduction of JIRA Service Desk."
A lean and clean interface with configurable simple-language inputs guide end users to file requests and help agents identify and address problems faster. SLA management is a critical element of service desk offerings — with JIRA Service Desk, agents can create advanced service-level agreements with parameters by issue type and severity level. Preconfigured reports help identify bottlenecks and areas for improvement, and custom reports can quickly be created using JIRA Query Language (JQL).
