So right now my company uses JIRA for it's development and Intercom for it's first line support to our customer (we are a SaaS company). But some support request require some follow-up, like request X at stakeholder Y, check request by A & B then send it to Q for review and send it back to our customer via our first line support via Intercom. (Worst case scenario).
It is really hard to keep track of the progress of this support request, so now we are searching for a solution that could help us with this. Someone stated that using JIRA could help with this (since we use this also for our development this makes sense). But does anybody have experience with this sort of requests.
What we would like is to create a certain text template that we fill in and assign to the right people, and make the progress visual. Also we would like to have own statuses configured, aswel as set reminder notifications.
Sort of a internal progress ticketing system for our first line support.
Any of you advice on this JIRA core or service desk?
