Is your company using Jira Service Desk outside of IT?

[Molly Bronstein]

Yes! Let us know when JSD spreads to other teams within your org!

[Clint Young]

Hey Molly,

I definitely want to keep an eye on this discussion. I just posted about using Service Desk for general marketing requests. Most of our web team uses it currently, and I'm slowly bringing in design requests into the mix.

I am looking forward to more marketing focused comments on here.

[LeKisha Boswell]

Great way to use the tool outside of the realms of the help desk.

[Rob Driessen]

Hi Molly,

within our company there are three physical "helpdesks": at IT Support, at Facility and at HR. IT support is the one department using JSD and its customer portal. We have just started exploratory talks to see if we can 'onboard' the other two departments too, so they can move away from their Mantis-based solution and their shared mailbox - respectively.

I hope in the end we can make things easier for our internal customers by having a single "Helpdesk" intranetpage from which tickets can be raised at either IT, Facility or HR.

[Meg Holbrook]

Hey Molly, 

There are a few teams I have onboarded to JSD recently that are not IT departments. Our organization is a mortgage banker, and we currently have these non-IT teams utilizing JSD:

- Training: Using JSD to manage user process and workflow questions. Internal inquiries only.

- Mortgage Servicing: Interfacing with customers whose loans are owned and serviced by our organization, providing feedback for general questions, connecting with vendors for servicing transfers. Internal and External inquiries. 

- Compliance Team: Same as the training team. Internal inquiries only. 

In my mind though, the Training and Compliance desks we employ right now are more in the realm of IT break/fix solutions. 

[M Amine]

Hello everyone,

Lately, I have been helping a client was wondering if Jira Service Desk could help in order to manage his Compliance department processes. 

In short, all departments had to make frequent (either weekly or monthly) checks, fill in excel sheets and then send them to the Compliance departments for approval. With Jira Service Desk and Automation for Jira we made an advanced Proof of Concept (POC) in less than two days and the client's top management were very satisfied. So they decided to take Jira Service Desk and not the alternative. 

Internally we mainly use Jira Service Desk or HR. But we are planning to use it in a variety of other fields. 

Will get back to this thread afterwards with some awesome Use-cases.  

cheers

[Walter Buggenhout]

I have several use cases, both internal as from customer implementations. I am passing them on personally, @Molly Bronstein.

[Jack Brickey]

All of my use cases are currently internal. We may ultimately use for customer service but today they are using Freshdesk and I haven't had much luck switching them out but haven't really pushed either. I'm currently using JSD for the following internal scenarios:

• IT
• Facilities
• HR Staffing

I recently considered using it to connect into a customer portal that we developed. Customer can click "feedback" button and it opens an issue via email. However, I opted to go directly into JSW project rather than JSD.

I also briefly looking into using for purchasing but in the end the internal customer found they could accomplish via our ERP system.

[Monique vdB]

Pinging @Meg Holbrook, @M Amine, @Jack Brickey, and @Susan Hauth _Jira Queen_ who all may have thoughts!

[nsinghunfpa]

Hi @Molly Bronstein,

We are a UN agency and using JIRA Core to automate smaller business processes (internal). We recently launched a portal where our colleagues from various country offices can request emergency funds. There are various level of approval involved. This is also helping us in tracking where exactly the request is, how long did each step took and identify the bottlenecks. It's been almost 6 months and it seems to be serving us well. We have now started automating other processes as well. We realized that it would be expensive to customize this process in ERP instead we used connectors to interact with our ERP system.

[Jan-Peter Rusch]

Hi,

our purchasing department is split up in two teams: Purchasers & backoffice analysts. We use JSD with the analysts as agents & the purchasers as customers. The purchasers create defined issues explaining the exact analysis of a supplier pricelist attached as a file to the issue.

As the result of the analysis is needed in many departments, the issue is documented in Confluence. On creation a page is created & updated on changes on the issue until closed. Attachments (Original & the result) are automatically moved to the Confluence page. 

Jira is for the process / Confluence for documentation & archiving.