Is anybody using Jira or Jira Service Desk to help apartment renters with maintenance?

Question

Hi. I'm helping some military spouses with issues they have with privatized military housing. I'm interested to know if anybody is using any of the Atlassian products (perhaps with some existing templates or add-ons) to help people who are renting apartments or houses report in maintenance issues to the management companies then (importantly) track back any communications and status of the repairs.

We are looking to create a 'dashboard' of the issues across the system. There are 200k+ houses/apartments in the military housing system so we're not looking to have the people who do the filing be actual 'users' where we'd incur a license fee per user. There would be a smaller group of users who maintain the system (and ideally we'd like to allow integration to other systems via APIs, etc).

Thanks for any help or suggestions as to how we might be able to do this with Jira and/or Jira Service Desk. All the maintenance systems from the real estate industry are focused on serving the rental company not helping the actual renter.

Petru Simion [Simitech Ltd.] · Answer

You need to figure out if all the users will do the same thing or they will do different things.

This might result in different users having different roles and each being able to perform a different workflow.

If this is the case, meaning, you will have different people doing different things, then you need Jira and you need someone who can customize it for you.

From what your are asking I think there are at least a few streams of actions, what jira calls workflows.

One is, owner needs to report issues.

Another one is, company that fixes the issues needs to report status.

Each reported issue can be in a certain "state" meaning, reported but not yet acknowledged, acknowledged, then in progress(meaning work is ongoing to fix it) then fixed.

Again, this looks to me like you need Jira and you need it customized to your needs.

Alex Gallien_ccu84u · Answer

This sounds like a perfect use case for Jira Service Desk.  In your case, the people who are filing would be Customers, and the back end users would be Agents (Jira Service Desk: Agents, Customers, and Roles). This would allow you to have a clean user facing portal (or email ingestion) for your users who would be filing without having them cost towards your license limit.

Jira Service Desk is very customizable, so I think it would be pretty straightforward to set up for your use case. Happy to answer any specific questions you have about doing so!