Hi - we are evaluating the Atlasssian suite for our development team. Things are going well - however we are really struggling with the assessment of JIRA Service Desk.

We have a small volume of support tickets (currently less than 5 - 10 a day) & we are finding it hard to determine if Service Desk is an overkill - especially because with a 10 man dev team who all service these tickets we would be paying double our monthly subscription just in Service Desk fees.

Are you able to provide any feedback on how other dev teams handle this?

3 answers

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Are you using the new SD 2.0 that you can have unlimited customer's? It might be overkill but, it does offer great services. In my department we use SD to have customer report bug issues and software problems. We have a small team like yours and we use SD and customers enjoy it. What you can do with SD 2.0 is have around 1-3 agents with the basic pricing of 10$ and have the rest of the team as collaborators. Now your customers are only be able to see the agents response.

1 vote
Steven Behnke Community Champion Sep 25, 2014

I have used JIRA itself for support tickets for a long time. You can create dashboards, portals, etc all on your own. As long as the ticket is in JIRA, you're tracking it. Now, you won't be able to create SLA's without add-ons, you won't get real-time reports, and you can't create a KB article with a click of a button.  But to be honest, if you can spend some time developing a good looking solution, you should be able to stave off a purchase like this until you need the flexibility and power of service desk.

Hello Richard

Normally Service Desk is aimed to non-development teams that need to centralize it's issue. Sure you can use it on a dev team to use it's reports features and the simplified user interface.

Hope this helps.

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