Service Desk, KB, Community/Forum, Chat - Atlassian vs. Zendesk

Hi there,

we do want to get a new Support Portal (Service Desk) for our customers that also includes a knowledge base. Besides that we want to add a forum to let customers and partners help each other. Finally we also want to be ready to integrate a chat solution later-on, which should allow immediate ticket creation if necessary and integrate into Salesforce.

Integrations to Salesforce and JIRA are mandatory as we do have those products already running in-house. 

I realize that Atlassian offers JIRA Service Desk + Confluence, which fulfills two of our four very high-level requirements. But we are missing the opportunity of having a forum, and I am not sure about Confluence add-ons as those are pushing up the licenses immensely (and are no native solutions for a customer/partner forum).

Furthermore a chat solution is not offered that plays well with JIRA Service Desk out of the box.

 

 

Reasons enough to look at other products as well. I realized that Zendesk offers support/service desk, knowledge base, chat, community/forum, and many other things. Also JIRA and Salesforce integration should work without problems.

 

What do you think about that? I try to see a point why we should use Atlassian products also externally. It seems that others offers more with less manual, complex, error-prone integrations.

1 comment

Hi Markus,

Janusz from Spartez here.

I think we haves what you are looking for!

We have recently released the Chat for Service Desk (server) app. It provides a real-time chatting solution ("live chat") that helps your site visitors / app users connect with teams working through Jira Service Desk.

It is NOT an integration with a 3rd party chatting service - it is self-contained - you just install the app in Service Desk, place a bit of javascript on your web site (or just enable the chat on your customer portal) and you have full chat support.

It has a bunch of nifty features:

  • Creates issues out of chat conversations on-the-fly
  • Turns customer’s messages into issue comments - updating issue views in real time
  • Turns your issue comments into messages within the chat
  • Handles request queues updates
  • Lets you see which customers are currently online
  • Allows support personnel to toggle their availability
  • Chat widget is replaced with email when all agents are offline
  • Sends the customer chat digests through email
  • Fully optimized for mobile web pages
  • Chat look & feel is customisable

Interested? You may want to try it out - it’s just available on the Atlassian Marketplace.

An introduction video can also be viewed here.

Cheers,
Janusz Gorycki, spartez.com

Comment

Log in or Sign up to comment
Community showcase
Posted Oct 16, 2018 in Jira

Looking for anyone who made the switch to Data Center

The Jira Marketing team is putting together an ebook on migrating to Data Center. We're looking for pro tips on how you staffed your project team and organized your Proof of Concept. Share yo...

1,302 views 17 10
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you