Channels ▼


Streamline Those End Users… And Now Breathe

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).

Related Reading

More Insights

Currently we allow the following HTML tags in comments:

Single tags

These tags can be used alone and don't need an ending tag.

<br> Defines a single line break

<hr> Defines a horizontal line

Matching tags

These require an ending tag - e.g. <i>italic text</i>

<a> Defines an anchor

<b> Defines bold text

<big> Defines big text

<blockquote> Defines a long quotation

<caption> Defines a table caption

<cite> Defines a citation

<code> Defines computer code text

<em> Defines emphasized text

<fieldset> Defines a border around elements in a form

<h1> This is heading 1

<h2> This is heading 2

<h3> This is heading 3

<h4> This is heading 4

<h5> This is heading 5

<h6> This is heading 6

<i> Defines italic text

<p> Defines a paragraph

<pre> Defines preformatted text

<q> Defines a short quotation

<samp> Defines sample computer code text

<small> Defines small text

<span> Defines a section in a document

<s> Defines strikethrough text

<strike> Defines strikethrough text

<strong> Defines strong text

<sub> Defines subscripted text

<sup> Defines superscripted text

<u> Defines underlined text

Dr. Dobb's encourages readers to engage in spirited, healthy debate, including taking us to task. However, Dr. Dobb's moderates all comments posted to our site, and reserves the right to modify or remove any content that it determines to be derogatory, offensive, inflammatory, vulgar, irrelevant/off-topic, racist or obvious marketing or spam. Dr. Dobb's further reserves the right to disable the profile of any commenter participating in said activities.

Disqus Tips To upload an avatar photo, first complete your Disqus profile. | View the list of supported HTML tags you can use to style comments. | Please read our commenting policy.