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Cyberfusion is a Dutch hosting company. Cyberfusion was founded in 2014 and specializes in exceptionally high-end web hosting for web agencies as well as high-load application hosting for larger companies. We are in a segment where quality is more important than price.
We have two types of customers:
For both types of customers, we aim to provide extremely professional and personal service. We handle tickets according to policies, while maintaining a sense of flexibility for customers.
In the past three years, we have switched ticket systems three times. No ticket system really fit our needs. These ticket systems had their own strengths:
We acknowledged the need for a ticketing system that we can rely on for years to come. Switching ticket systems involves a lot of work and careful preparation and planning.
We aim at a balance between professional and personal service. We get more tickets as we grow, thus more work to migrate the longer we hold off switching.
We compiled a list of demands and wishes.
Wishes / Nice to have:
We compiled a list of ticket systems that are able to fulfill above needs. We crossed off ticket systems by:
After crossing off many ticketing systems, we were left with two choices after weeks of testing. We let colleagues work with both systems for a few days. Everyone made the same call: Jira Service Desk is the software that we should use. It's important to find a supplier that keeps developing and that can grow with us. So when we grow and need more, our supplier should be able to accommodate that. No doubt about that with Atlassian.
Some functionality in alternative ticket systems require manual setup in Jira Service Desk. Setting Jira Service Desk up is more intensive, but every feature can be altered if needed. Jira is incredibly customizable, which is exactly what we are after.
After weeks of preparation, we now host Jira Service Desk on our own infrastructure. We've setup:
Jira Service Desk: Clear statistics and agent performance insights
We started using Jira Service Desk in production in May 2018. We migrated knowledgebase content to Confluence. Not only the integration between Jira and Confluence is ideal, but Confluence on its own is excellent software.
We use Confluence both internally and externally. We have one internal Confluence space for decisions and retrospectives. Our public Confluence space is used for blog posts, instruction articles and troubleshooting articles. After exploring alternatives for our current version control system, we migrated our repositories to Bitbucket. In the future, we are looking to integrate our monitoring system Sensu to automatically create a Jira issue with relevant details for incidents. That way, we can act upon issues more efficiently.
We are now using Jira Service Desk, Confluence, Bitbucket and Trello. Productivity is higher than ever. We have the freedom to customize everything and take a different approach than Atlassian defaults if wanted.
In Atlassian we have found a partner that can facilitate our growth. When we need more, Atlassian can deliver it off the shelf.