best solution for a functional management team

Question

Hi there,

One of our teams would like to use JIRA to follow up questions from their customers. The situation is as follows:

The team offers service to 25 key users of the software. The service requests could be

- help me use the system

- the system does not work

- we would like to see this functionality added

- can you authorize me for access

We currently only have licenses for Jira Software. I am pretty sure that we can use the functionality of Jira Software for the above questions. But I also see that Atlassian offers a module 'Service Desk' (which we currently don't have licences for). In your opinion, would it be worth it to use that instead of Jira Software for the above issues?

thanks for your advice!

Rogier

Rogier van Besouw · Answer

ok thanks! I have set up a trial account via my personal email, just to explore the possibilities.

One question that pops up. there is a variable called 'components'. this variable lists a set of pre defined values for the 'system' the issue is about. Examples are Outlook, VPN, etc. IN our service concept there are 3 systems that the call could be about. (Osiris Student, Osiris Teacher and Osiris Basic(3 parts of our SIS)) Hence I would like to change this list with values to only these 3. I can't find where I do this.

ok thanks

Alexey Matveev · Answer

It is not possible to configure mandatory fields for tickets, which come from a email.

But you can configure mandatory fields for tickets from the portal. It is same as in Jira Software.

Rogier van Besouw · Answer

ok, that's clear. One other question: I saw in the demo that customers can file a ticket via email. In that case it's not possible to make him choose from different categories. You mentioned that customers can also file a ticket via a portal. Is it possible to configure mandatory fields for the ticket? And can you choose what channels (portal and or email) the customer can use?