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Which Jira platform would be best for a helpdesk or call center environment?

Does Jira have a flavor or usage where we could continually improve notes about the causes and fixes to problems

Frequently, we find ourselves spending hours getting reoriented with a problem we've had before. I am looking for something we can use to document issues and do quick searches against for (problems) or descriptions of problems. 

I’m looking for a system where we can search for keywords / descriptions of recurring problems we encounter

Something similar to, where we can embed screen shots/images with descriptions 

  • Problem: a description of the problem
  • Cause: a description of why the problem exists/happens
  • Resolution: a description of how to fix the problem or a workaround for the problem

Can anyone help me with this or point me in the right direction?

2 answers

2 votes
Fabian Lim Community Leader Jun 08, 2022

hi @wipmover_gmail_com,

You will need jira service management integrated with confluence.  

Users go to a portal and they start typing the summary of the issue and if there are hits in the wiki (knowledge base) they will be suggested articles that will avoid a creation of a ticket.  

For more info: https://www.atlassian.com/software/jira/service-management?gclsrc=aw.ds&&aceid=&adposition=&adgroup=114836261244&campaign=9043851480&creative=479563253500&device=m&keyword=jira%20service%20management&matchtype=e&network=g&placement=&ds_kids=p58666070386&ds_e=GOOGLE&ds_eid=700000001721198&ds_e1=GOOGLE&gclid=CjwKCAjwkYGVBhArEiwA4sZLuNM00D1WX6VWJRXrnMSX9Z9WCkAlm3qBbLDb4Fjpv7PyhQ3NiMSmOxoCFhkQAvD_BwE

0 votes
Saurabh_Sharma Community Leader Jun 08, 2022

Here is quick JSM overview:

 https://youtu.be/9mrumjGKwyw

 

Thanks 

Saurabh

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