Is your company using Jira Service Desk outside of IT?

[Molly Bronstein]

Hi Community! I'm part of the marketing team for Jira Service Desk!

We're looking for companies using Jira Service Desk for innovative use cases such as HR, Legal, Finance, Marketing, etc. Let us know! The more details the better. 

[Rob Roach]

Hi Molly,

We are a national research facility (synchrotron).  We're starting to use it on a number of fronts.  One of the biggest ones is organizational incident and problem management.  ITIL processes lend themselves nicely to everyone else's world.  Highlights so far:

1. Managing 3D printer job requests and submissions.

2. Created electronic version of a paper based 'Logbook' for floor safety coordinators.

3. Organizational Incident and Problem management system.

4. IT Service Desk *and* project management (interesting one here).

The skies the limit!

[Eren Kalelioğlu]

Hi @Molly Bronstein,

We’re from a private high school.

We started using Jira Service Desk as an ITSM and we’re improving it :)

Some of our use cases outside of IT are:

Board of Directors
Teachers create a request to propose an event to the board of directors. The board of directors rejects or approves the proposition. In some cases, the board asks for more details.

Coordination
Teachers (having received the approval from the board of directors) create a request to get support from the coordinators in our school.
Some of the support categories are: catering, photography, communication, transportation, graphic design, digital signage, etc.

Professional Development
Teachers ask for trainings.

Best
Eren

[Sergey Sukhaninskiy]

Hi

I work in bank and inside all use JIRA. But for more friendly interface, we create Telegram bot for create tickets and write/receive comments. Some do not even know that they are using JIRA. =)

[Victor Ramirez]

I'd love to hear more about this.

Can you share any tutorial links?

[Tania Clarke]

Hi Jack, when you say staffing are you referring to the onboarding of new employees? I'd love to hear more! Please reach out to tclarke@atlassian.com and we can arrange a quick time to chat if you're up for it.

Cheers, 

[Tania Clarke]

Haha, maybe a good thing I followed up :)

My email is tclarke@atlassian.com if you wouldn't mind emailing me! I'd love to set up a time for a quick call. Thanks Rob

[Jack Brickey]

Happy to help if I can. Other than IT, I use it for staffing and we are embarking on CS with external customers soon.

[Rob Roach]

Sure, I can describe our non-IT use cases (I was going to last time but forgot, oops!).  Do you want them listed here or will you contact me directly?  Thanks!

[Tania Clarke]

Hi everyone, I realise this thread is from 2018, however we're seeking more information. 

Is anyone interested in speaking with us about their non-IT use case?

[Jo Steele]

I work in a Brand & Marketing team within financial services. For the last two years I have setup a Jira Cloud instance for our 'fee for service' clients requesting support in Design and Production (web). Recently I have rolled it out to our project teams to keep track of their own work. We log time for both recoveries and also to help with our budgeting and resourcing of projects year-on-year.

We're about to migrate to an internally hosted Jira Server instance and am getting my head round the differences in the two ensuring we can still do what we need to each month in reporting.

Once we get through the migration piece, I'm looking to setup our video studio team and am wondering if anyone has found an add-in that can produce quotes to send to clients. I can do rate tables in Tempo but am looking for some way to easily produce a quote for work via a jira ticket.

[Christopher Watson]

Jira service desk can be impenetrable, even for IT veterans. If you're trying to market, I'd suggest focusing on KanBan boards and the drag and drop interface as they're much more user-friendly. I can at least see some use case scenarios for HR incident management in large organisations. Confluence integration might also be worth pointing out.

[Michiel Schuijer]

HI Sonya, I'm not sure I follow you exactly but let me try with some more feedback:

"The permissions you set in Confluence determine whether (or not) your agents can create articles and if your customers can view them. "

So you would need to make sure that articles (pages) in Confluence are / aren't restricted if you want customers to find/see them or not.

Scenario 1: If you set 'anonymous access permissions' to yes in the Confluence space (don't set restrictions on pages) AND set the "All active users and customers can access the knowledge base without a Confluence license." in JIRA service desk options then this would allow Jira Service Desk customers without a JIRA license and without Confluence license to see the articles. If they first click an article it will take them to the article in a small window, but links in the article and such will launch Confluence and they will not be able to login to the Confluence server obviously as they don't have an account there and no license.

Scenario 2: When you restrict space permissions in Confluence to allow only people with an account to view content then the articles/pages will not be shown in the Jira Service Desk.
In this scenario you will need to give people a Confluence and Jira account (and license the account) and the account in Confluence should also exist in Jira (replicate the same user directory - various options are possible LDAP/CROWD) so the articles/pages will be presented to them. This scenario will cost you licenses in both applications.

[Rob Driessen]

Well, it took some time, effort and a new hire, but..... it's happening!

Starting Jan 1st 2019, we should have a three-in-one support page that will help our employees find their way to the portals for HR, Facility and IT

[Sonya Goldstein]

@Michiel Schuijer- thank you for your reply.   It is these setting choices that seem to be the issue?  Does either of these allow customers without a confluence license consumed and account needing to be created in confluence to be able to click on and read the suggested article for the linked knowledge space?  We want to remove anonymous access to these articles that expose this info to the general public.  Our customer accounts for service desk are a separate set from our internal company users of JIRA, Service Desk (teams servicing the requests) and Confluence

Specifically, I do want them to be able to click on the article when it is suggested to them during search or during entry of keyword into the summary of the issue reporting form on the service desk customer portal.  Customer experience should be that they authenticate into Service Desk and when they click on a suggested article, they are not forced to again type a username/password.  Customers do not know that there is actually another product (Confluence) providing that information and will quickly move away from utilizing these articles if we make this a confusing, onerous task.  They will simply continue with entering the issue OR call our call center which defeats the entire purpose of self service.  I am hoping that there is in fact a configurable solution out there!  

[Michiel Schuijer]

Hi Sonya,

You wrote:

"I am struggling with determining how I can provide the customer facing Knowledge Base linked to our support portal to my external customers without creating 6000+ (and growing) Confluence accounts, licensing all of those customer accounts but still being able to restrict access to customers who authenticate into Service desk"

That is just the point of Jira Service Desk: you can use the setting:

Access | Viewing

Define who can view knowledge base articles through the portal and in the linked Confluence space.

1. All active users and customers can access the knowledge base without a Confluence license.
2. Only licensed users who have access to the space

Customers can be set up (registered in Jira) with just an email so they don't need a Jira license and also no Confluence license.

So, unless you want customers to be able to click/follow through to Confluence you can still present kb articles (Confluence content) to them.

We are currently not working much with truly external facing customers (just some B2B ones) so I don't know if I can mean much to you and hope sme others will contact you to share their experiences.

Kind regards, success

Michiel

[Sonya Goldstein]

Molly,

We are a Healthcare IT company that offers Medication management, adherence and Care Collaboration solutions to our healthcare customers and partners.  Although we are recently now utilizing service desk internally for our internal corporate IT and Admin departments, our primary use of Service Desk has been as the customer portal and helpdesk application utilized by our Support team to support our large customer base of doctors, hospitals and partners.

Because we are in the healthcare space, we need to pay special care to HIPAA compliance and secure handling of all customer data.  We utilized the Data Center Server product since we need to host in house and needed the redundancy to ensure that our helpdesk is up 24/7 year round.  

As we continue in our adventure, I run into multiple challenges since Atlassian advertises that Service Desk is "customer facing" but many features and reporting capabilities are not geared to those of us who are truly external customer facing.  

I am struggling with determining how I can provide the customer facing Knowledge Base linked to our support portal to my external customers without creating 6000+ (and growing) Confluence accounts, licensing all of those customer accounts but still being able to restrict access to customers who authenticate into Service desk.  Making our Knowledge base access anonymous and therefore searchable on the public web means that we cannot fully populate our self help knowledge base with truly helpful info that should only be available to customer and is proprietary information. 

If anyone out there in the community or Atlassian knows how to handle that quandary, please do reach out and contact me!

I am also willing to share and collaborate with others ( i saw those in the banking industry) with how they have configured and provide support through Service Desk to an external customer base.

sgoldstein@drfirst,com

[Glau Czarnota]

Hi There,

we use JSD for:

updating our website, with possible legal impact

new campaigns

staff feedback

requests on logins for different software

[Charnae Wall]

Hi Nora, I've not been able to view boards through the portal, but when we need clients to interact with the boards, we give them a jira login, this does get a bit tricky, i'm actually still struggling with permissions at the moment and what they can and shouldn't see. Sounds like we're in the same boat.

[Nora Bylsma]

With using separate boards are you able to keep anonymity between your customers? We have several NDAs with our customers so we wouldn't want them "seeing" each other and I noticed that when I create new boards they all show on the portal. Is there a way you are getting around that or is there a setting I am missing?

[Charnae Wall]

Yes. 

[Molly Bronstein]

Hi Nora - JSD is definitely compatible for the external customer use case. 

Here are some quick articles with some details to help you get started: https://confluence.atlassian.com/servicedeskcloud/get-set-up-for-customer-service-930021998.html

https://confluence.atlassian.com/servicedeskcloud/best-practices-for-software-teams-using-jira-service-desk-930021997.html

When setting up a new Project in JSD, there is actually a "Customer Support" template that helps you get started with some out-of-the-box workflows and issue types. But I'm sure the experts in this thread can help you with more detailed questions :) 

[Nora Bylsma]

Hi Charne, Do you setup new service desks for each of your customers?

[Nora Bylsma]

Hi Molly! Currently I am trying to setup JSD for our small tech consulting company. We are hoping to use JSD for our external customers to submit project, maintenance, and feature requests. I am interested to know how you use this with your external customers and if are situations are similar I would love some insight in how you manage tracking incoming requests from your different customers. 

[Bill Cushard]

@Clint Young I go to the depth of concepts, not specific configurations. In other words, I describe how to set up request types like the ones describes about...what fields you might have, what queues you might have them go to, etc. But I don't show screen shots. 

There are three chapters in the middle of the book:

• How we set up Jira Software
• How we set up Confluence
• How we set up Jira Service Desk

But I didn't really cover any technical integrations, like how to create application links, etc. I do talk about, for example, how confluence pages can be integrated with JSD on the portal to help self-service. But again, I talk about it conceptually not at the feature level (features change too quickly). 

Does that help?

[Clint Young]

@Bill Cushard Thanks for the comment. I think I might just have to get myself a copy of your book. How in depth do you go in regards to Confluence integration with Jira Software and JSD?