It takes a team of apps to boost our productivity in Jira Service Desk

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On the Atlassian Marketplace, TechTime has apps for every team. EasySSO simplifies the login process and UserManagement allows Administrators to manage users - often working invisibly as far as most of the team is concerned. EasyTime, however, is an app that gets noticed - in all the right ways as our team members can see their work logs appearing on the tickets they are working on often with no clicks or typing required.

For this reason, EasyTime by TechTime is an essential member of our team of Jira Service Desk apps which I would not want to be without, along with Canned Responses Pro Templates for Jira and Chat for Jira Service Desk by Spartez Software, and Elevator - Smart Issue Assignment by Sapling Valley.

Service desks are busy places. When our team crunched the numbers we saw that, on average, our service desk receives and resolves 35 requests per week. During the same weeks, our work log reports told us each support engineer would record time against 26 issues every day! That is why we use marketplace apps to trust the machine, and let our engineers spend their time on better things.

Chat for Jira Service Desk allows our customers or potential customers easily contact us via a chat box on our website. Having this chat integrated seamlessly into our Jira Service Desk project means we get on-screen notifications for new questions without needing a separate chat tool. Even better, the notification is visible when we are on our Daily Board so we are not tied to monitoring the queue.

Elevator - Smart Issue Assignment replaces an unassigned queue that needs to be manually monitored with automatic assigning and reassigning of tickets until the ticket is acknowledged. The use of rosters allows us to bring tickets to the attention of the team members who are most likely to be available to respond quickly, and move tickets on to someone else promptly if the expected person is not at their desk.

Canned Responses Pro Templates for Jira lets us respond to easily classified queries automatically (along with Automation for Jira); add pre-written fragments for commonly used test like descriptions of our support offerings, preparation steps needed for training courses, or guides on how to provide log files; and to quickly trigger formulaic emails like end of month report notifications, follow up emails, and closing stale tickets.

EasyTime give our team members the freedom to focus on their work, knowing that the work logs we need will be logged automatically and intelligently. EasyTime records time when a user views an issue, comments or resolves the issue, creating work logs with distinct messages, automatically resolving conflicts, performing merging and recognising relative priority of events so the resulting timesheet accurately reflects the reality of what the team member was doing. 

How do you use Atlassian Marketplace Apps to boost the productivity of your team and Jira Service Desk?