We've been using JIRA Software & Confluence for a long time internally to manage our projects (software, business & customer service / techsupport) and to maintain a knowledge base and project documentation. But as our business and client base has grown, the way we've used JIRA to manage our software development and web projects and (misused JIRA for) customer support tasks is probably getting a bit unmanageable now.
So, in addition to our software development projects, typically we receive phone calls or emails from clients if it results in a workable task, we manually create tasks / issues on JIRA. As our client base has grown we've come to see how inefficient / ineffective this is becoming as much time is spent manually creating issues. On some occasions email enquiries and follow-ups are missed as they drop further down the email inbox. Also having to answer the same questions via email is wasting precious time. In addition to a few large software development projects, we have an increasing number of small maintenance, customer service, techsupport type tasks (which seem to be draining resources)
So JIRA Service Desk sounds like a perfect solution for us. But we are trying to figure our which project type will fit best with our organisations setup.
So I notice when I attempt to create a project I have the options:
- Basic
- Customer Service
- IT Support Desk
Which would be most suitable for our workflow? How does the Service Desk project work alongside our existing JIRA software projects?
I've seen the introductory video and read documentation online, but still am not 100% sure what would be the best fit for our company.
Thank you.
