That's what Atlassian did with Jira Service Desk... they shut up and listened to their customers. And the result was something completely different and new. Atlassian listened to their customers and learned that 38% of the teams that use Jira use it for Service Desk work.
There are all these solutions in the Service Management space. And still...teams are using Jira. It's certainly interesting, but also a little confusing - since Atlassian didn’t really design Jira for that use case. Atlassian was focused on the development of user stories, and backlog management, and developer interaction regarding the building of software products. And although Jira works on the Service Management side, there are things that these IT Teams were missing.
Atlassian looked at the service desk market and saw two different sides of the spectrum. There were solutions which provided plenty of customization on the backend but just didn't provide a good customer experience. On the other side of the spectrum, there were customer focused application which seemed to fall short on the on the backend, lacking agent features. Atlassian saw an opportunity to craft a solution that fit right in the middle.
Enter Jira Service Desk
Atlassian started with a way for customers to find the help that they need with simple, natural language. Next Atlassian gave them a simplified request experience so that everything they don’t need to care about was hidden. And finally, they integrated Jira Service Desk directly with Confluence so that users could automatically find the help they need from the self-service knowledgebase.
BACKED BY Jira
Of course, all of these features are backed by everything that's already built into Jira, custom fields, workflows, notifications, APIs, people and permission. Jira Service Desk brings all the power and productivity of Jira to your service desk teams.