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Guidance on Opsgenie vs Jira Service Desk

Hi there!

I'm looking for some help/guidance on which product to make use of:  Opsgenie or Jira Service Desk.

We need a system that will allocate tickets once a customer sends through a feedback form/query/complaint on the website?  So it needs to automatically create a ticket that can be allocated to someone (noting the date and time it was received) and then information on the response (who responded, when, what was the feedback/outcome)?

What would be the best product to use on the Jira platform, as we are already using Jira for projects.

Thanking you in anticipation of your advice.

1 answer

1 vote
Dirk Ronsmans Community Leader Jan 11, 2022

Hey @Taryn Opperman ,

For that use case you would need to use JSM (Jira Service Management (formerly known as Service Desk).

It will provide you with a portal where customers can submit feedback/issues and they can be allocated to the correct agent to handle them.

Fields like created date and all communication thru comments will be recorded in both the audit log and specific fields for it. (you also have the distinction between internal and customer comments).

 

Opsgenie is a product which will handle events and the allocation of those. Meaning if a monitoring system finds something wrong it will trigger an alert/event which will then result in a ticket (in JSM) and use a on call rotation system to trigger the correct person thru mail/push notification/sms/..)

Also for major incidents the ad-hoc virtual war rooms are nice.

 

But so, for your use case, JSM is the way to go.

Nick H Atlassian Team Jan 11, 2022

Hi @Taryn Opperman ,

I agree with what @Dirk Ronsmans mentioned above. JSM is probably most suitable for the use case you mentioned; a system that will allocate tickets once a customer sends through a feedback form/query/complaint on the website.

Customers will integrate their JSM with Opsgenie to help notify users via sms, voice, push, or email when JSM issues are created - so an additional layer to SLA, and ensuring your users are taking action on issues in a timely manner.

But again, seems like JSM is most likely what you need.

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