How does your company use Jira Service Desk?

[Cody Stevens]

With so many different people using Jira Service Desk, there are hundreds if not thousands of different ways people are using it. Some may be using it internally for their IT problems. Others may be using it Externally for customer complaints and the list goes on. 

I would love to hear how your teams are using Jira Service Desk. Please share your stories below! I'll start it off in the comments! 

[Cody Stevens]

I recently just left my company and joined a new team so I am going to go over how my old team used JSD. I joined an IT team that didn't have solid processes for things like IT's involvement for onboarding, offboarding, IT Support, hardware requests and more. 

I came in as an IT Support Specialist and quickly realized taking requests via word of mouth, paper and email wasn't scalable. They had Jira Software already and I was familiar with it so I took over as the Jira Admin. I revamped the current installation, added confluence and Jira Service Desk on top of it and then built out an IT portal in JSD. At first, we were just putting our feet in the water with it so we only took IT Support tickets. That quickly expanded to all functions of the IT Support job and really anything that internally went to the IT department. I was the face of our Jira instance and to keep it growing, I started bringing in our other departments for customer-facing portals. I brought in our Merchandising team, Facilities team and Accounting team. 

Jira Service Desk became a core piece of the company and more departments were jumping on the bandwagon. It was a central tool for departments/people to report problems and request help/information from other teams. This greatly helped with reporting with tracking what teams and individuals were doing. It helped show where we were lacking internally and how we could improve. 

tldr; My previous company didn't have any internal processes so I implemented Jira Software, Confluence and Jira Service Desk for the IT, Facilities, Merchandising and executive department. JSD ended up becoming the main way for the company to report issues, ask questions and get information. 

[Kat Warner]

We have an externally facing service desk as one project, and internal sales project, and asset register (with automated workflows and notifications), and numerous other types of projects in progress either intended for out future use or for helping meet customer needs.

I want to set up another external service desk for office and operation tickets. At this stage discussions with our suppliers (property manager, electricians, printers, etc) are all stored in individual inboxes.

[Cody Stevens]

Great information! For the second service desk would you have to do that under a separate Jira instance to keep the external and internal separated? 

[Kat Warner]

I have not looked into setting up multiple service desks that use different email addresses yet. Maybe one of the experts around here could enlighten us before I do my own research. :)