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Seeking stories, thoughts, feedback: how has Jira Service Desk increased productivity in your org?

Alyssa Warren

Hi Jira Service Desk Enterprise Community!

Atlassian is on a mission to unleash the potential of all teams, and we know that tools are just one piece of that puzzle. With Jira Service Desk, we have productivity built into our DNA (we hope you’ve noticed), especially with recent feature releases around bulk actions and queue sorting to make agents' lives easier and SLA calendar improvements for admins. As we build new features, our team is always thinking about:

how can we make it easier for customers or employees to get answers so they can get back to work faster?
how can we make it easier for agents to respond to more tickets?
how can we make it easier for admins to set up their organization for success and manage their instance?

Because our focus is keeping work flowing, we also are committed to keeping Jira Service Desk flexible so that it can adapt to however your team works. What that means, in reality, is that customers like you all have found countless different ways to configure and use Jira Service Desk to set your teams up to achieve peak productivity.

We’re eager to hear your stories, comments, thoughts, and feedback about productivity in Jira Service Desk:

How does Jira Service Desk help your teams (customers or agents) be more productive? Any specific features that are your favorites?
What have you noticed changing in how our teams operate since you started using Jira Service Desk?
If someone came to you for guidance, how would you recommend they use Jira Service Desk to achieve maximum productivity?
What tips and tricks have you figured out that make it possible to work more efficiently with Jira Service Desk?

Comments

Josh Costella

how can we make it easier for admins to set up their organization for success and manage their instance?

We are using Cloud but this should be an option regardless of deployment...

The ability to tie a group to an organization. The only option is adding by email address.

That's not scalable for enterprise-level deployments.

Stephen Hayden_r7pekc

I'd like better options for license management, ways to clearly understand service desk license usage across dozens of service desks. For example if an agent is unique to 1 service desk or an agent of multiple that can drive efforts to make usage more efficient.

Alyssa Warren

Hi @Josh Costella , Thanks for the product suggestion - I will be sure to pass along to the team. If you have any additional context for how this improvement would help your organization, we'd be curious to hear

Also, if you haven't already, you can vote for this issue and track progress here: https://jira.atlassian.com/browse/JSDSERVER-4867

Alyssa Warren

Hi @Stephen Hayden - thanks for the comment and the concrete example! Do you have additional examples? What license management options would you like to see that would help your team be more productive?

Stephen Hayden_r7pekc

I can't see the number of licenses used per project without a script, and then have to dump them into excel and do things with them there to try and determine unique users per project. I'd then have to cross-reference that list with the list of users in the group that grants access to Service Desk, to see who is using a license and not part of a project that requires it.

It would be nice if these were solved in the UI in some form. We're likely converting a number of our Service Desks to Refined portals (now that they can create a Service Desk experience for a Software project) for any project that doesn't require non-licensed ticket creation or approvals. The data mentioned here would be useful to target projects that are more cost effective to convert.

Alyssa Warren

Got it - thanks! It seems like you found a workaround with Refined that helps but I hear you that it could be better solved for in the UI. I'll pass along these ideas to the product team

Dave LIAO

@Alyssa Warren - hi Alyssa! If you've heard any stories or learned any lessons since last year that your team would like to share on the Enterprise community, please do. 🙏

Personally, I've served many organizations that use Jira Service Management, and it's interesting to see how JSM fits at different places, either as the prime conduit between requestors and teams, or one of the many conduits.

Stuart Capel - London

It's made a huge difference to our organisation - we use it to route almost all BAU work through to the right people. It was also instrumental in achieving iso 27001 and 9001, by providing a framework for auditability.

Fabienne Gerhard

What made the first big improvement was thinking about processes at the first point! Sounds funny? Yeah but it isn't .... long lasting processes and went like this for many years are hard to break through. Getting JSD made departments and teams rethink 👍

Fabian Lim

Jsm has improved productivity significantly. Especially for our major operational teams.However, we had to purchase many plugins such as extension for service desk, eazybi, powerscripts, jira automation, and others to provide full service desk capabilities to meet our needs.

Due to the agent costs being so expensive, we have started using Servado as a portal for internal service desks to generate tickets from users and combine it with js software

Main points:

- Editing tickets for reporters for specific fields in the portal before being seen by the service team should be out of the box and not via a plugin.

- high agent costs: Due to the agent costs being so expensive, we have started using Servado as a portal for internal service desks to generate tickets from users and combine it with js software.

Thanks

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