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.
Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...
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