I'm evaluating a service desk operation for IoT devices support for a large operator.
The objective is to have and integrated solution :
Would someone used Jira for this requirement?
Hi Maxime,
I am not on the Jira Service Desk Team, but I will try to help.
You could certainly use Jira Service Desk for your use case.
Some of the features you're looking for come out-of-the-box, eg.
- Email requests (https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html)
- SLAs (https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html)
- Reports (https://confluence.atlassian.com/servicedeskcloud/reporting-on-slas-732528981.html)
- Customer satisfaction feedback (https://confluence.atlassian.com/servicedeskcloud/collecting-customer-satisfaction-csat-feedback-790791332.html)
- Logging time on issues (https://confluence.atlassian.com/servicedeskcloud/logging-time-on-issues-902499195.html)
- Knowledge Base
- Customer Organisations
- Self-Service Customer Portal
- etc.
You can also use Add-Ons to complement this functionality, eg.
- Social Media integration with HootSuite
- Phone call integration with Call Center
- NPS (rather than CSAT)
- Customer forums
- CRM
- etc.
https://www.atlassian.com/blog/jira-service-desk/jira-service-desk-add-ons-for-customer-service
I would encourage you to start a free trial: https://www.atlassian.com/software/jira/service-desk/try
You could then take Jira Service Desk for a test-drive, "kick the tires" so to speak and see if it meets your expectations.
I hope that helps!
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