Is your company using Jira Service Desk outside of IT?

[Bill Cushard]

@Clint Young Our marketing team uses Jira Service Desk to take all kinds of requests from people in our company. Here is a snippet from my book with a short list of request types we use. I hope it helps you decided how to use JSD.

[Gretchen Linder]

Hi Molly!

Requests originate from teams outside of JIRA user base via email, meeting, etc.  Then, the project manager will create an issue in JIRA to track the request. For example, somebody needs a flyer. In JIRA, the workflow will guide the work through the various steps of creation, approvals and publication - making assignments to various resources to complete the work through transition screens and status updates.

Does that make sense?  Hope it answers your question. :)

-g.

[Linda Terrell]

Hi

We use JIRA SD for:

• Libraries
• Records management
• Accounts
• Science business units
• Security
• Resource booking
• HR
• Web development
• Contract Adminsitration
• Global business unit
• Staff feedback

Cheers

[Michiel Schuijer]

Hi,

We at TomTom International are using (JIRA Software Server DC-edition) with Service Desk for:

- Purchasing: currently one project for a team that handles the internal purchasing process that used to be all email and part SAP. The project is using a lot of custom fields but has only one request type for the customers and 2 additional issue types (Task and Sub-task) to be used for the agents internally among each other.

- Device Management: a project for requesting a loan device for developers to test apps/programming on (mainly navigation devices, but can be any mobile device since the apps can run almost anywhere). Some straight-forward request types to 'request a device for loan' and 're-assign a device' (to re-assign a borrowed device to someone else).

- External company desks: we have several service desk projects for various external customers/partners we work with so they can report issues or make requests for non-IT related matters. Map related and such.

- Greater in Legal project: a service desk project for our legal department where they handle account requests for a legal system. One request type for customers, several issue types for internal (agent) task handling.

- HR service portal: a service desk that is currently being developed for HR to receive requests and questions that used to go via email. This is still under construction.

There are a couple of projects up-and-coming that are also not IT-related and are still in the planning/design phase.

Regards

Michiel

[Curtis]

We are currently using ManageEngine ServiceDesk Plus.

Last year, I brought in Confluence, which is now used by our IS, IT and eCommerce teams. The eCommerce group near the same time also started using JIRA Software to manage their projects. I also brought in Bitbucket and Bamboo to be used by our QA group to build out Automated testing. The eCommerce group also made the move to use Bitbucket. Now, the Java Development (IS) team is making plans to move to Bitbucket by the end of the year along with JIRA Software to manage their Projects.

JIRA Service Desk just made sense with its clean interface and integration's with the rest of the development line. It made one less product to learn and manage since JIRA Software and Service Desk operate similarly and on the same platform.

-Curtis

[Deleted user]

We use it in mortgage industry internally in a number of areas, with the common goal to eliminate the email way of walking invoices/requests through the approval chain. it has been quite successful since

1) the need for printing and shuffling papers from one desk to another has been 100% eliminated

2) the approval mechanism and queues make it super easy for approvers to know what's pending for them

3) An auditable trail of who did what when, good for internal accountability and also external auditors

4) able to identify where the bottlenecks are since I've added time in/out of each status...

5) The uncertainty factor is gone, it's always quite clear where any request is in the process

[Molly Bronstein]

Wow! This is a really unique use case!!

[Molly Bronstein]

I'd love for you to keep me updated on your progress as you roll out JSD! If you don't mind me asking, what tool are you currently using for IT and Facilities that you're replacing?

[Molly Bronstein]

Hi Gretchen - this is super interesting! Just to confirm, these marketing comms teams use Jira Service Desk as a portal for other teams to submit online and print requests? And then do these requests feed into Jira Software once the ticket is being worked on? Or is all of this done in Jira Software?

[Curtis]

We are just rolling out JIRA Service Desk to replace our current product for our IT and Facilities departments. It will also roll out to our eCommerce and IS groups, which currently have no tool to manage incoming issues. In our Phase 2, we will then roll out to our Agent Support group and Foundation groups so they can manage their incoming requests. Phase 2 will also consist of  our HR On-boarding process to be managed in JIRA.

These are just the uses currently planned on our roadmap. Once these are done, and successful, I am sure more groups will come out of the woodwork with the desire to come aboard.

-Curtis

[Charnae Wall]

We run a website design and development business and have been using SD for all our clients for over a year now.

Its worked really well in cases where they raise severity 1, 2 & 3 issues. The problematic bit has been when they have a backlog of enhancements, they have no way of prioritizing items so we shift those over to Jira and use a sprint board. 

The other painful bit is setting up each new service desk with it's custom request types! 

[Gretchen Linder]

Hi @Molly Bronstein,

We use Jira to track the development of materials (both online and print) by two, separate  marketing communications teams.  Within the workflow, approvals both internally and externally from the department are managed through Jira.  Overall the Jira workflow supports the marketing process end-to-end from intake (request) through execution (publication).

-g.

[UF ICBR]

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[Megan Filbin]

Hi @Molly Bronstein! 

We use our JSD as a tool for site health. We have determined several metrics that certify pages as healthy, and when they fall below the healthy threshold our internal software sends an automated email to the service desk. 

[Salman Muhammad]

We use it for:

IT

HR

Facilities

Business Intelligence

Scheduling (clients)

Project Intake

[Maarten Cautreels]

Our Marketing Operations team is using it to support our Call Center Operators. They can use a Jira Service Desk portal to report issues or questions they get from actual customers or give feedback about the documentation, process, tools, etc.

The team then uses a Kanban board to work on these issues, assign the work to the correct team lead and resolve it asap. They're super happy with this easy to setup and simple to use workflow.

[Susan Ostreicher]

I work in product management (where the product is custom market research). We use JSD internally to support our sales and client service teams.

A lot of requests are about how to use internal applications, or troubleshooting problems with them. But we also answer general questions about our research services - best practices for selling them, designing them, interpreting the results, etc. 

Prior to JSD, we were using a shared inbox for this purpose, but it was impossible to get any kind of insight into our workload, turnaround time, or satisfaction. Moving to an actual service desk platform has been a huge leap forward. We also use Confluence for documentation on all of the topics above, so we love the ability to integrate the two tools.

[KRC]

Hey @Clint Young

So I designed it to use one JBP for all campaigns. So each campaign will be a single issue with multiple subtasks in it, let's say--- Design approval, legal approval,  etc etc.

As soon as a JSD campaign gets approved, I used some scripts and some inbuilt options to automate issue creation in JBP and once an issue in JBP is closed, JSD issue will be marked as closed or resolved.

Also resolving subtasks if the parent is resolved

Some automation to create multiple subtasks under each new campaign issue in JBP(set of predefined subtasks which will be common for all campaigns)

Custom notification emails, weekly reporting, dashboards etc 

[Clint Young]

@KRC - So you use one JIRA Business Project for all of your campaigns or do you create a JBP for each campaign that gets approved? I'm interested in further exploring how you use JSD along with other Atlassian products. Thanks for the comment.

Best,

Clint

[KRC]

Hi @Molly Bronstein

Am a TPM(consultant) in one of America's big telecom company. We use JSD as an intake portal where internal marketing campaign teams submit new campaign request and it gets triaged and approved in JSD, once approved a JIRA issue will be created in JIRA Business Project where campaigns will be tracked and get executed.

[Susan Hauth _Jira Queen_]

Hi Molly,

Actually our first implementation of Service Desk was for our External customers.  In some ways it was easier than the internal IT implementation that we did next.  Our company is a software company that has licensed and hosted software solutions.  We now support a large number of our customers via Jira Service Desk.  Our customers love it for it's simplicity and ease of use.  Our internal users(agents) love it because it's still Jira. 

Hope that helps...

Susan

p.s. just did my 2nd talk on this implementation at the London User Group, and have submitted the talk for consideration for Euro Summit

[Molly Bronstein]

Unfortunately, not at the moment. JSD "outside of IT" will be a larger focus for us going forward so I'm sure we'll have a blog post soon! I will update this thread when we do. 

[Clint Young]

Does Atlassian have a blog post(s) that breaks down how your marketing team uses JSD in detail?

[Meg Holbrook]

Rob, I think this is awesome and have done something similar at my organization for our Compliance, Training, and Mortgage Servicing teams. 

I will say that it's incredibly hard to sway some people away from the shared mailboxes, but it is absolutely worth it. Gone are the days of people 'losing' emails or not knowing what statuses outstanding items are. 

The move from a reactive desk to a proactive is such a satisfying feeling! Best of luck to you.

[Molly Bronstein]

Hi Clint - yes, I just saw your other post about marketing teams in JSD. We're working on finding some customers who have used JSD for marketing or legal successfully because your question is starting to come up more frequently.

Our internal teams here at Atlassian use JSD to field requests and we find that it works very well for teams outside of IT/dev but of course customer use cases would be more useful :) 

Hopefully we'll have more comments on this thread soon so check back!