At Isos Technology, we have been using the Atlassian tools since our founding. This shouldn’t come as a surprise since we are a technology company. There is a reason why technology companies around the world have recognized the power of Atlassian tools in improving work quality and productivity on a daily basis.
Unfortunately many companies still view Atlassian tools as developer tools. While it is great that technical teams get the coolest toys, there are so many other areas that can benefit from using Atlassian tools. As Atlassian products such as Jira and Confluence have matured, they have brought features that benefit the entire corporate spectrum.
In its 2.0 incarnation, Jira Service Desk is another strong product in the Atlassian lineup. It provides a centralized location for requesting help while leveraging other Atlassian tools. Jira Service Desk can be used for any corporate needs, whether they be IT, HR, finance, marketing or any other category.
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One of my least favorite things to hear when I ask a question is, “It’s in the wiki.” Before asking a question, there’s always a small sense of dread that this is going to be the answer. After hearing this response, I’m often filled with “HULK SMASH!!!” levels of rage. It’s not that I’m against using a wiki. In fact, I’m a huge advocate of putting information in a wiki… when done properly. The problem is that too often there is little information architecture in place, with information being added purely at the whims of whoever is sitting at the keyboard, often duplicating information already in the wiki. This can make tracking down information quite a chore.
As a software engineer, a key part of my job is doing research. So while I don’t like the “it’s in the wiki” response, it falls under the kind of research that I allocate in my time for solving problems. But what if my time was to be spent on high volume customer interaction or number crunching? Then I may not have the time set aside to play “follow the yellow brick road” with the wiki.
Fortunately Jira Service Desk helps to mitigate this issue. Jira Service Desk uses your Confluence instance as a knowledge base. As requests are being typed, searches are automatically performed, returning results before the issue is even submitted. This self-service functionality can prevent the creation of duplicate or unneeded tickets while providing solutions to users.


When raising issues, one of the tasks that is often more difficult than it should be is choosing the request type. Additionally, it can be taxing on those fulfilling requests when the request types don’t gel with what the users want. What should be the easiest part of raising an issue can easily become burdensome. Jira Service Desk makes this process easy by allowing you to display requests to the user in simple business terms, such as Printer is not working or I need to be reimbursed.


Are you using Jira workflows? If not, why not? Go here and check out what I’m talking about. Don’t worry, you don’t have to read the whole thing right now.
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Jira’s customizable workflows are one of the many useful features that Jira brings to the table. They provide a flexible way for you to control issue lifecycles, customizing them to fit the needs of your business.
What does this have to do with Jira Service Desk? Jira Service Desk uses Jira workflows to guarantee that issues are handled consistently in the way that your business requires.


Just as there are many places you can go in a car, there are many timelines that may be applied to issues.  Having clients, both internal and external, wondering about the priority of their requests along with when they can expect them to be completed can be more stress inducing than someone in your backseat incessantly asking when you are getting to Baskin Robbins. If only there were a way to alleviate these concerns…
…and there is. Jira Service Desk grants you the ability to define SLAs for both request types and the teams that will actually be fulfilling them. This helps the requestor know when they should expect resolution while letting those fulfilling the request know what the timeline should be.


Is there more to Jira Service Desk than what I’ve written about here? Definitely! There is much, much more Jira Service Desk can do for you. These are just a few of the highlights. Our own Michael March and Adam Martin have written Jira Service Desk blog articles (1) (2) based on client implementations. Danny Riley also touched on Jira Service Desk in his Atlassian Summit 2014 recap. In the coming months Isos Technology will continue to devote blog articles to our experiences with Jira Service Desk, so follow us on Twitter or bookmark this link and check back for updates. If you have questions about what Jira Service Desk can do for you, please feel free to contact Danny Riley.