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Service Desk plugin in Jira

Hi All ,

Can you please recommand a service Desk plugin that manage external customer requests other than jira service desk and service desk for Jira ? 

Thank you in advance .

 

 

4 answers

1 vote
Alexis Robert Community Leader Jan 26, 2021

Hi @Mohamed Darmoul , 

 

I've used Time to SLA previously with clients, it works well and can do a lot of stuff : https://marketplace.atlassian.com/apps/1211843/time-to-sla?hosting=cloud&tab=overview

 

Is there a specific reason why you won't use Jira Service Desk ? 

Hello Alexis ,

Thank you for your input , Does this plugin a provide a portal to customers to open , close and follow their Jira issues ? 

Thanks .

Best, 

Mohamed

No, it does not, because it's not a service desk app, it's just for SLAs.

There are no apps I know of providing a portal type thing.  Could you explain why you are discarding Jira Service Desk as an option?

@Nic Brough _Adaptavist_ , the jira service desk is too expensive that's why I'm looking if there is an add-on  in Jirathat can replace it .

Last time I ran into a request for replicating Service Desk without using Service Desk, it worked out vastly more expensive.  JSD for 10 Agents was a lot cheaper than the 1,000 user subscriptions to the swathe of apps they needed.

Hi @Mohamed Darmoul 

You can try out Servado -> https://marketplace.atlassian.com/apps/1220807/servado-enterprise-portals-for-jira?hosting=server&tab=overview

It is available for Server and Data Center. I'd be happy to demo it for you -> https://calendly.com/servado 

HTH,
KGM

Hi @Mohamed Darmoul ,

You can use Time to SLA for your requirement.

You can define SLAs for your customers and show SLA panel in the customer portal to your customers.

You can show start date, end date and target date of your SLAs as well as remaining, elapsed and pause durations.

Screen Shot 2021-01-26 at 20.18.08.pngScreen Shot 2021-01-26 at 20.17.25.pngYou can later extract detailed reports for your SLAs for further analysis. 

SLA+Detail+Report+(Cloud)+3.jpg

Please let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm one of the members of the Snapbytes team.

Dear Gökçe,

Does this Plugin offers the possibility to customers to create , close and modify Jira issues ?

Thanks .

@Mohamed Darmoul , Jira Service Management does that. I thought you are looking for a way to show customers additional (SLA) info in the customer portal.

Hi @Mohamed Darmoul 

As Nic mentioned, you can use the cheaper version of JSD - until 10 users - only for the first support level.

And for tech support and the rest of the team (L2, L3), you can use the app for SLA setting and tracking for Jira Core and Software issues like SLA Time and Report add-on. In this way, you can save your money. 

I hope this can help you.

Regards

Hi @Zoryana Bohutska _SaaSJet_ ,

 

Good idea , can you please more explain how it works ? 

 

Best ,

Mohamed

Hi @Mohamed Darmoul 

Jira Service Desk (Management) we use only for its support portal. There are only a few workers from the first level of the support team. Other team works with SLAs created using SLA Time and Report app.

You can request the free demo call with my team. And they will describe all add-on features in more detail.

Best regards

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