JSD not useable

[Claude Steiner]

I worked with JIRA and Confluence in many different companies.

Now I started my own SaaS business, and wanted to use JIRA core and JSD as ticket system for our international customers, together with Confluence as Knowledgebase (all Server based, not Cloud).

After setting all up, I must say that I'm very disapointed.

Setup is as following:

- Public JIRA Kanban project/board where our customers should be able to vote for features and see statuses of reported bugs.

- Knowledge Base (KB) in Confluence (multi Lingual)

- Service Desk where our customers can search KB and open tickets.

I thought this would be a "standard setup" and should work out of the box, but I was terribly wrong!

Blocking issues for this:

- Missing native Multi-Language support for Confluence pages and JIRA tickets. We use Scroll Translations plugin so we can manage the content of our KB in multiple languages (what works great!). But this Multi-Language support MUST be a native option of JIRA and Confluence!

- Missing native Multi-Language support for JSD: here again the same problem exists. There is an open ticket for that feature for more then 6 years now, but no actions are taken from your side.

- If a customer is logged into the JSD, he can not visit our public Kanban board, he keeps getting redirected to the Service Desk. Also for that there is an open ticket for that bug, also for more then 6 years without actions from your side.

- A logged out customer (from JSD) can view our feature requests and bugs on the public Kanban board, but he can not vote for a feature (because he is logged out)

For all these reasons, but mainly for the inability of atlassian to respond to these requests in a timely manner, we will now move away from JSD and for sure will not pay thousands of dollars for such a "homebrew" solution (sad to say so, as I was long time fan of atlassian products!)

Cheers

Claude Steiner

CEO of Smilodo

[Kelly Doyle]

Hi Claude,

Thank you for your patience as our team reviewed your feedback. We appreciate you letting us know about your experience and your satisfaction is important to us. We would like to setup a call to further discuss the pain points you outlined above. If you could contact me, Michael, at presales@atlassian.com with some days/times that you are available in addition to your time zone, I can work to set something up for you. In the meantime, please find some additional information we have in regards to your blocking issues below.

Multi-language support

1. This page outlines the four steps customers can take to change their language preference and default: https://support.atlassian.com/jira-service-desk-cloud/docs/let-customers-know-how-to-set-their-language-preference/
2. You can also set the default language of your portal, which sets certain constants to that language
3. You can add translations as well, which helps add multi-lingual support for non-constant things that would normally be set to the default language. For more information regarding this please see this page - https://support.atlassian.com/jira-service-desk-cloud/docs/add-translations-to-serve-customers-in-different-languages/

Your concern seems to be centered around a customer having a language preference and all support and corresponding linked articles being provided in that language, which is not currently something we have available natively. This feedback has been passed along to our product team, but in the meantime the workaround we would suggest for this need is to create articles in multiple languages, then link each of those as different pages and spaces in Jira Service Desk.

Again, we would like to schedule a follow up call to discuss this in more detail and will be on the lookout for your response at presales@atlassian.com

Sincerely,

Michael L

Senior Product Advocate