The company was no stranger to Jira: its developers had been successfully using on-site Jira solutions for years. So when it came to optimizing the company’s service desk processes, Atlassian's cloud-based Jira Service Management product was the clear frontrunner.

The first stage in implementing Jira was to optimize IT procurement workflows. An outdated paper and Excel-based solution were substituted for a modern, user-friendly Jira interface, which was a big hit with both team members and clients. 

In terms of satisfaction, there was no question that Jira would be the new platform for further service desk processes.

Productivity aids add-ons

Though the native Jira functions are extensive, the Graphisoft staff also employ add-ons to help get the most out of the platform. For example, META-INF's Email This Issue add-on makes it possible to quickly and effectively create customized emails based on individual support tickets, which facilitates communication with customers. In addition, the Queues add-on from Deviniti helps to make lists more transparent and easier to handle.

Following a successful migration, service desk workflows were restricted to only two interfaces, Jira and Microsoft Teams. Tickets can be created either via the transparent, intuitive Jira interface or – thanks to integration – Teams chat. Unlike before, all support teams can be accessed from the same portal, and individual notifications are handled under a single support ticket, even when multiple participants are involved. Well-defined queues and dashboards ensure tracking and transparency, and the status of each ticket is visible to everyone, making the resolution process faster and smoother. 

From a managerial point of view, Jira's built-in reporting features are extremely effective for effortlessly monitoring both service level agreement (SLA) metrics and the ratio of tickets created to tickets closed, helping ensure the highest level of customer service.

To support self-service workflows, extensive and continuously expanding external and internal knowledge bases were also made available on the portal, with topics to support both customers and service desk staff.

There was no lack of positive feedback once the transition had been made. Customers were happy because they could create tickets quickly in an informed way and without lengthy searches. At the same time, staff was able to use the new interface effectively, making their daily work easier.

What's next?

Naturally, just like with most optimizing processes, there are always improvements to be made. Future plans include the integration of the Procurement and Support portals, the introduction of a translator add-on to facilitate communication, CMDB (Configuration Management Database) integration, the addition of external notifications, customer satisfaction assessments, and making the mobile app available for users.

Jira Service Management

Jira Service Management is Atlassian’s service management solution for all teams. It is designed to help you unlock high-velocity teams by empowering every team to deliver great service fast, bringing visibility to work, and accelerating the flow of work between development, IT, and business teams. 

META-INF Email This Issue for Jira

It’s a Jira productivity add-on which makes your customers' lives easier through email-based communication. Improves the productivity of your help desk team by enabling them to receive and respond to emails without leaving Jira.

Source: https://www.youtube.com/watch?v=shSHStyovBc