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  • I manage a small call center with 6 CSR's. We handle about 3,000 inbound calls and must document each call. Is Service Desk the right tool to use for this purpose?

I manage a small call center with 6 CSR's. We handle about 3,000 inbound calls and must document each call. Is Service Desk the right tool to use for this purpose?

I am looking for an easy to use web based incident management tool. I need to be able to have my CSR's document each call with detail. The tool needs to have good reporting capabilities. Any thoughts on if Service Desk is what I need?

 

1 answer

I think it can suit your need. Note that JSD have native integration with Confluence (wiki like, for knowledge base and documentation) so if you would not take advantage of that, I suggest using JIRA Core.

I couldn't agree more - JIRA Service Desk on its own can do that quite well as long as your users are ok with the "documentation" being a string of issues.  A better solution would definitely be to add Confluence to it so that you can generate knowledge-base pages directly from calls with a single click (and I actually abuse that function a bit - I generate KB articles from calls because that function does most of the work for me, and then move the resulting pages to other spaces in Confluence to improve the non-KB documentation)

Thanks for the information. A few more questions if I may. As each customer calls in, I would like my staff to create a new ticket with a new ticket # for reference. Based on your feedback, it sounds like SD does not allow the creation of a NEW ticket # for each call but just show the issues as strings of comments? So if I wanted to know how many issues Customer "A" called on over the past 3 months, would SD generate a list of the number of calls but and maybe allow me to select each one to see additional data? Also, can I customize the SD interface on how I want my team to log tickets? I would like to show date called, customer information, issue, status, solution and other fields. Thanks in advance for any information.

You can create new issues whenever you need to - in this case, I'd strongly recommend one per subject (e.g.  I ring you six times, the first three calls being about my cat, my dog and my bunny.  You fix the cat and bunny first time, but the dog is a bit of a pain and I have to ring again a couple of times.  I'd expect three issues in JSD, and a string of follow up comments on the Dog one)

You can add the fields you need to the JSD interface, yes.

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