If you support customers in any capacity, you need a service desk solution. Your customer support team needs a good tool for creating and tracking tickets, guaranteeing SLAs are met and overall customer satisfaction and retention.
As you are comparing service desk software, there is a very good chance you will compare Jira Service Desk with ServiceNow. While both tools have their strengths and weaknesses, my preference as someone heavily involved in technical projects is Jira Service Desk. I could talk about how Jira Service Desk is more cost efficient and quicker to set up than ServiceNow. Atlassian already has these points covered.
Instead of approaching the choice of a service desk from the buyer perspective, let me approach it from the perspective of those who delve deeper into ticket resolution.
When a ticket is created by a support desk, one of the primary jobs of the agent is to make sure the ticket makes it to the proper person to research and solve the issue. This might involve multiple tracking systems, such as (1) the customer support agent ticketing system (2) the developer issue tracking system. Maintaining synchronization between these separate systems over the lifecycle of an issue can become complicated an error prone. Crucial time may be lost simply due to administrative overhead, resulting in missed SLAs and unhappy customers.
These intrinsic inefficiencies in support issue workflows run counter to the growing focus on streamlined DevOps in modern businesses.
Fortunately, Jira Service Desk removes many of these headaches. An ever increasing community of businesses already rely on Jira Software for managing development, QA and IT teams, projects and processes. Customized workflows, out-of-the-box reporting and a large selection of add-ons are the reasons for this widespread adoption, allowing for efficient DevOps implementations.
Jira Service Desk was created as a tool to leverage the Jira model to bring customer support functions into the DevOps flow. As issues are created in Jira Service Desk, items can quickly make their way to the proper teams and resources in the DevOps teams. This makes it easier for teams to prioritize items and quickly resolve them. It also provides transparency to support agents without having to deal with multiple issue tracking systems… a very important feature to keeping clients informed about issue status.
If other Atlassian tools are available, such as Confluence and Hipchat, the inclusion of support in DevOps is further augmented. Keeping a single knowledgebase in Confluence with common issue resolutions and notes becomes easier for both the support agents and technical team members to update and query. And if support agents need to quickly reach out to technical resources working on a ticket, they can easily do so through Hipchat with Jira issue mentions.
As a result of all of this, you will be able to fulfill requests quicker, create less cross-team stress and happier customers.