Jira service desk + Timesheet demo

max_carpentier NA

I'm evaluating a service desk operation for IoT devices support for a large operator.

The objective is to have and integrated solution :

1. Service desk (email, call, social media)
2. Service staff timesheets
3. Monthly SLA enforcement analysis and billing
4. Customer feed back for each ticket

Would someone used Jira for this requirement?

Marty_yvf6sb

Hi Maxime,

I am not on the Jira Service Desk Team, but I will try to help.

You could certainly use Jira Service Desk for your use case.

Some of the features you're looking for come out-of-the-box, eg.

- Email requests (https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html)

- SLAs (https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html)

- Reports (https://confluence.atlassian.com/servicedeskcloud/reporting-on-slas-732528981.html)

- Customer satisfaction feedback (https://confluence.atlassian.com/servicedeskcloud/collecting-customer-satisfaction-csat-feedback-790791332.html)

- Logging time on issues (https://confluence.atlassian.com/servicedeskcloud/logging-time-on-issues-902499195.html)

- Knowledge Base

- Customer Organisations 

- Self-Service Customer Portal

- etc.

 

You can also use Add-Ons to complement this functionality, eg.

- Social Media integration with HootSuite

- Phone call integration with Call Center

- NPS (rather than CSAT)

- Customer forums

- CRM

- etc.

https://www.atlassian.com/blog/jira-service-desk/jira-service-desk-add-ons-for-customer-service

 

I would encourage you to start a free trial: https://www.atlassian.com/software/jira/service-desk/try

You could then take Jira Service Desk for a test-drive, "kick the tires" so to speak and see if it meets your expectations.

I hope that helps!