My team was using Confluence and Jira for tracking Software issues, but was using email to track Support issues from customers. Email didn't have an easy way of tracking work that needed followup from developers or customers.
When an email was started by a customer, there were people on the email thread that didn't necessarily need to follow the entire email chain.
Now we can create a Service Request in JSM, get the appropriate people involved, and if there's a task for a specific group, it can be assigned and monitored. If we're waiting for a response for the customer, we can see that at a moment's notice and follow up with them.
And, then you add in the Knowledge Base provided in Confluence to track solutions to these issues, not just to provide the information back to customers but for knowledge sharing and tracking common solutions.
What a timesaver!
