How long does it take to implement Jira Service Desk ?

Question

can any one help me

I am considering purchasing Jira Service Desk on the Cloud, how long does it take to be up and running with 15 Agents , 40 Live Service issues ( change requests) with an automated workflow through 3 departments ?

Do I need any help from Atlassian to get the Cloud instance up and running ?

many thanks

Chris

Mike Bowen · Answer

It took me (a Jira Service Desk) noob a month to build the service desk I wanted from scratch. We had Zendesk Service Desk in place, used by 17 agents, with 35+ Request Types.

I used the basic customer support template to start with, but there were lots of changes to be made and each change affected something I didn't know about, so I had to look it up online, through their Jira documentation, by asking questions of the community and by raising tickets Atlassian Support desk. This was most valuable as it showed me how the customer portal worked. The Jira Support team are great by the way, always came back with an answer or solution.

I agree with the above, use the trial period to build something you can trial and error on, a sandbox is a great stress reliever. I basically learnt on my production environment but had no real customers affected, just a lot of Gmail test accounts.

If one has no experience of Jira, I would say you need at least a month, as one needs to get familiar with the menus and many sub-menus of the project settings as well as Jira as a whole. There is quite a bit of overlapping.

I would also say set up some goals and milestones on what needs to be achieved. There is surprisingly a lot to do, especially if you are moving from one service desk to another.  Don't forget about your customer and the time old tradition of "No one likes change". Jira Service Desk is different to Zendesk, and your agents and customer soon realise this, so think of them when you are planning their experience.

Josh Steckler · Answer

Yes thanks @Jack Brickey for the very through answer.

Chris Ellard · Answer

Thank you Jack this is very helpful, I will consider your questions.

I have no previous knowledge of Jira so will have to add in a fair degree of contingency.