Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,457,458
Community Members
 
Community Events
176
Community Groups

How many of you are using JIRA Service Desk as a True Tier One Help Desk?

Brant Schroeder Community Leader Oct 12, 2018

Just wondering if anyone is using JIRA as a true tier one help desk?  If you are how do you have it configured to escalate issues between tier one and tier two?  What are some of the challenges you have had and what is working well?

2 comments

We use it as a help desk. It works well for us because the end user can actually set the initial severity level and we or they can modify as the situation dictates. I love the fact that we can provide updates and message via Jira and that anyone on the team can view those updates/messages. I think what works least for me is searching issues. I definitely may not have the hang of it yet, but fine tuning searches and filtering the results is a work in progress. Hope that helps!

We are in the process of moving from Remedy to Jira Service Desk and are trying to figure out how we can use Jira Service Desk to meet our needs.   We have 187 Technology groups that would use / get issues assigned to them and we are finding that hard since Jira you assign to individuals and not to groups.   Trying to figure out how to manage that do we use just one Service Desk Project for all groups or do we use a Project for each Team.   Problem then comes in we have  Service Desk that need access to all of the other Projects.  Just seems we are not going to find a easy solution.   

We use one project for catergory (i.e. IT Support, Product Support...). All users in the project are watchers. Tickets are forwarded to the appropriate category and we assign tickets to individuals within that support group, everyone else in the group is able to watch, edit, comment, etc. I find that it works well for us a company of 500+ users.  We definitely don't have the number of groups you have though.

Comment

Log in or Sign up to comment
TAGS

Atlassian Community Events