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Atlassian Jira Service Desk: ITSM Software

Jira Service Desk is a simple yet powerful support management solution. With integration to Jira Software, you can bring IT and Development together and solve issues quickly without compromising on quality. By connecting Confluence, you can easily direct service requests to your related knowledge base articles.

With both email and portal support, Jira Service Desk ensures your organization can deal with issues as they arise and ensure a better customer or organizational support service. Jira Service Desk allows you to quickly get up and running by using templates and best practice business processes. Using automation rules, Jira Service Desk ensures your requests are routed and escalated correctly every time.

Complete IT Service Management for Customers or Employees

Using Jira Service Desk, you can setup a complete ITSM solution for both internal requests and your customers. Using simple queues, service agents will prioritize the important requests and ensure your organization or department achieves the SLA targets.

Connecting Asset Management tools allow you to reference, tie, and track requests in Jira Service Desk. It provides an end-to-end overview of each request until it’s resolved.

With an easy-to-use help center, you can deliver a better customer support experience while making use of machine learning abilities to continuously improve the entire process. Jira Service Desk not only improves the ITSM system, it learns from every interaction.

Feature-rich ITSM for any Size Organization

With features that drive service delivery, every organization can benefit from Jira Service Desk.

Self-Service Center

In order to assist customers (or staff) to help themselves, you can connect your Confluence based knowledge center to Jira Service Desk. Doing this will allow customers to find answers for themselves while they are logging a request with automated KB suggestions.

Enhanced Development Issue Tracking

For issues requiring development resources, you can log the request directly into the Jira Software and assign them to a team’s backlog items. It ensures speedy bug fixes and once new build or release is completed, automatic closing of the service desk request.

Triage of Service Level Agreements

No matter what the SLAs requirements are, you’ll be able to quickly and efficiently assign resources to requests, update customers or other stakeholders about the resolution process, and deliver on the agreements.

Rule Driven Automations

Jira Service Desk can automate task assignments, establish rule-based routing processes, and deliver canned responses for routine tasks. With configurable workflows, every step in the service management process is controlled and accurate, with similar requests in the future automatically prevented.

Compliant and Certified

With both PinkVERIFY™ and Axelos ITIL™ certified Jira Service Desk, you can shorten the route to compliance and gain departmental certification. As part of the suite of tools that are recommended by PinkVERIFY, the Jira Service Desk solution will ensure your organization remains compliant and supports every part of the ITIL requirements.

Reporting and Resource Management

With configurable dashboards and default reports for SLAs, resource workloads and customer satisfaction, you’ll be able to track and improve every aspect of the ITSM cycle. Agents have real-time queue updates that allow them to reprioritize tasks according to the incident’s severity. Additional billing features ensure you accurately manage your external SLAs.

Collaboration and Teamwork

You can expand teams as required, with complete control overview, edit, and update rights. Involving the right people early in the process helps to address the problems quickly, or launch corrective actions as projects into other departments.

With the easy integration to both Confluence and Jira Software, you can ensure the ITSM management model is part of an agile organizational culture. Service Desk Agents can update confluence content while tracking code fixes until their resolution during the SLDC with Jira Service Desk.

Deploy Easily While Retaining Brand Recognition

No matter what your IT service model is, Jira Service Desk can support your deployment needs. With cloud, datacenter, or server deployments available, you can easily benefit from a comprehensive service and support center.

The Atlassian Marketplace provides further extensibility with tools that can customize the entire user interface, to manage brand identity and recognition. You can use templates to build interfaces that support the organizations brand design that ensures customer familiarity. With tools that improve monitoring and extend automatic incident identification, your Jira Service Desk becomes a powerful tool in your company’s agile capabilities.

ReleaseTEAM produces free plugins for Atlassian products, to enhance your experience with Atlassian products.

ReleaseTEAM and Atlassian’s Jira Service Desk Solution

For IT Service Management teams to succeed, they need real-time insights into the development processes and defects that arise from the IT infrastructure daily. They need consolidated information from the system architects and product teams to ensure they provide the right feedback to stakeholders and customers alike.

ReleaseTEAM can implement your comprehensive ITSM solution using Jira Service Desk and its associated tools using their industry expertise with minimal organizational disruption. With years of fighting in the trenches of the SDLC, they have seen it all, and know what your company should expect and prepare for.

Contact us on (866) 887-0489 or info@releaseteam.com today to speak to an expert about your next DevOps project.

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