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The Power of Jira Service Desk for Non-Technical Teams

Atlassian, Atlassian Tools, Jira Service Desk, ITSM


For years now, we've seen how powerful the Jira Service Desk (JSD) platform can be for teams that help support a company or customers. JSD can find a place as an internal Help Desk, IT Systems support, or fielding support for customers of a product you help to support. The clean customer portal, built-in SLA tracking, automation, and ability to work behind the scenes to limit excessive notifications to the requestors are all great for helping support this variety of work.

But what about teams that don't fall into these categories? A service desk portal can be useful for any team that receives requests from internal or external requestors. This includes Marketing, Sales, Facilities, and even internal Production teams. Here are a few examples of teams that can benefit from JSD:


Example 1: Facilities

For our first example, let's look at our internal Facilities team. They're responsible for day-to-day maintenance, upgrades, and repair of the office campus. Originally they would just receive requests through email, and as a fairly small team, it was easy for them to keep up on work. But as the workforce and their team grew, this became less practical. We wanted to look into a ticketing solution and already had Jira in place, so it made sense to use it.

However, their requests were so broad that a standard Jira project was making it tricky for the requestors to get the correct information in place. This resulted in having to spend more time triaging tickets and responding to the requestor to find what was needed. With their project rebuilt in a JSD portal, we were able to break out the requests into categories. Broken, Install, Question were the first categories, letting them quickly identify if something needed immediate repair or just a project. Then, in the categories they could ask far more specific secondary questions to help the teams gain some much-needed information, and resolution times quickly dropped.


Example 2: Video and Photography Production 

Another great example is one I worked on recently for an internal productions team. They're responsible for creating video and photo content for the company's online presence, as well as internal projects and presentations. Now initially, one might think this is a pretty straightforward project—just a title, some due dates, a description, and done. But the work was actually more complicated, requiring quite a bit of logistics and coordination to complete just one project. Leveraging the power of the portal, we were able to break out four main types of requests. Then by adding on the power of Dynamic Forms, we were able to build a dynamically populating request that helped triage half of the customer's needs—things they might not even know ask for. Honestly, Jira Service Desk and Dynamic Forms are my go-to powerhouse for the reduction of work on the team's side. It's just a perfect match.

Now, when a request comes in, it already has 90-100% of the information needed to determine if the team can take on the project, as well as to scope it. They can tell up front if they need to loan out equipment, assist with some guidance and post cuts, or begin planning and scheduling a more comprehensive project.


Example 3: Customer Service

Now we move into the real power of Jira Service Desk: customer notifications. This team's workflow came out to around 24 steps they needed to go through when passing work from one member to another, and bringing in resources. This created a lot of noise on the ticket. However, from the customer's standpoint all they see is: Pending, Accepted, In Progress, Finalizing, and Done.

These are just a couple of examples, but really, JSD is a super versatile tool that I think can be used across numerous teams in any company. If you work in a position that requires requests to come inbound to your team, it offers so much customization and configuration, both on the front and back ends. By leveraging this with the new, extensive automation built into Jira's Cloud platform and the new-and-improved navigation, your teams can accomplish anything.


Atlassian Tools Jira Confluence

TAGS: Atlassian, Atlassian Tools, Jira Service Desk, ITSM

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