Support System that plays nice with JIRA

Our R&D group uses JIRA/Agile. Our Support group uses NetSuite. We have a custom interface that allows bugs found by Support to flow into JIRA and then JIRA keeps the NetSuite issue up to date with JIRA changes.

For various reasons, our Support group is looking to replace NetSuite. They are looking at ZenDesk and UserVoice, both of which integrate with JIRA.

I am wondering what other systems Support groups might be using that integrate well with JIRA?

5 answers

1 vote
Tarun Sapra Community Champion Feb 17, 2014

Isn't Service Desk more an internal IT support tool? Would it work as external customer facing? If so ... that would be interesting!

Hi Jeremy,

JIRA Service Desk is a full-fledged service desk solution which may be used not only as an internal IT Support tool, but as well for external customer support.

You may watch the full demo of its features on the link below:

- https://www.atlassian.com/software/jira/service-desk/demo

You can install it on JIRA via the JIRA UPM (Find new Add-ons) and evaluate it for free for 30 days.

Cheers,

Danilo

Tarun Sapra Community Champion Jun 15, 2014

JIRA Service desk is awesome but one big pain issue that exists is the fact that -

"Note: JIRA Service Desk is a plugin for JIRA. The JIRA Service Desk license type and user count must match that of the JIRA license it is being used with. For instance, a 25 User Commercial JIRA license will require a 25 User Commercial JIRA Service Desk license."

It's just not fine, because service desk might need only 20 licenses where as JIRA can be used by thousands of users.

This changed in September, so the pricing is a lot better now.

George, what connector are you using to connect Jira and Netsuite? We have NS and are thinking of bringing in Jira.

We commissioned WDCi to write us an integration process using the Dell Boomi Atom cloud service.

Here is the case study: http://www.wdcigroup.net/casestudy/WhippleHill_CStudy.pdf

Here is an outline of details: http://www.wdcigroup.net/wedidintegration_netsuitejira.html

In theory we could have learned Boomi ourselves and written our own integration. But the WDCi approach was cheaper than investing the time to deal with the Boomi learning curve.

http://www.boomi.com/

We have been very pleased with the integration. I have no connection with WDCi -- that is I'm not plugging my company or a partner or anything like that.

ZenDesk is the current favorite.

Any comments out there?

We ended up selecting Freshdesk.com based on the user interface, functionality and straight forward adoption. JIRA Service Desk just seemed a bit clunky and was one of the quickly ruled out options from a UI perspective, although it appears that they've made some improvements in their latest releases.

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