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JIRA Service Desk opinions Edited

Anyone on here using JIRA service desk for your helpdesk software? If so, what are your opinions of it?

I've been assigned another site, and I'm hitting my limit when it comes to keeping track of shit, so I've requested they seriously consider a ticketing system. Looking at starting with the 3 user license of JIRA service desk to start, and maybe purchasing an actual license after getting used to it.

Also, are there benefits to integrating Service Desk with Confluence (and HipChat)?


Hi Ryan,

if you haven't been using a ticketing system before, Jira Service Desk (JSD) will be the way to go for you. Integrating Confluence (for documentation & knowledge base stuff) and a real-time collaboration solution (Hipchat is not anymore), make keeping on track even better. You can use Slack (Cloud based) or some (free) alternatives (Mattermost, Rocket.Chat) for this. All integrate easy into JSD.

You should try to differentiate between three channels:

* JSD for customer (or inhouse) ticketing

This is a process based channel (Open -> In Work -> Review -> Done).

* Confluence for documentation & knowledge keeping

Create pages or common answers or check lists to go thru to solve a problem. Confluence takes care of versioning, archiving, history etc.

* Real Time collaboration tools (Slack, Mattermost,..) is for fast real time communication around tickets to get the right people on board in seconds

Messages exchanged here are not needed to be archived. They can, if needed attached to a JSD ticket as a comment or added as a comment to a Confluence page. On the other way around, each created ticket, page etc. can trigger a new message in team space in Slack/Mattermost. You can directly post these messages to defined channels of a team. Even email integration is build in (Sending & receiving, if needed....)

To come back to one of your initial questions:

We used another ticket system before (OTRS: Heavily email based), and switched to JSD two years ago. We never looked back...



Like saamhocks likes this


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