JIRA Service Desk - Anyone using it?
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JIRA Service Desk
https://www.atlassian.com/software/jira/service-desk
Looks pretty good, and if you only need 3 agents, cheap
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Yes, I use it. Even for ten, it is cheap.
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How are you liking it? In what ways are you using it?
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We use it for development projects, not helpdesk replacement. The workflow is much more designed around that than a traditional helpdesk. It's a great product and super powerful and you can customize it in all kinds of ways. But I've been told that without having a full time Jira developer to customize it for you it tends to leave you wanting a lot.
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I just read the same scenario on their homepage - it's laughable. the tech makes a how-to document so future people can find their own solutions. Most people will never do that, especially if they have a help desk. Why help myself when there is a helpdesk there who's job it is to help me.
That's not to say the how-to shouldn't be there for the techs to use in the future, just not for the end user.
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@Dashrender said:
I just read the same scenario on their homepage - it's laughable. the tech makes a how-to document so future people can find their own solutions. Most people will never do that, especially if they have a help desk. Why help myself when there is a helpdesk there who's job it is to help me.
Every helpdesk tool makes a big deal about these "knowledge base" features. If you look at the communities of helpesk software, you'll find users begging for this feature even though obviously it doesn't work anywhere. It's really silly to have, like you say, but helpdesk makers feel like they have to do it because everyone else does and their customers (the IT people) so often demand it.
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@scottalanmiller said:
@Dashrender said:
I just read the same scenario on their homepage - it's laughable. the tech makes a how-to document so future people can find their own solutions. Most people will never do that, especially if they have a help desk. Why help myself when there is a helpdesk there who's job it is to help me.
Every helpdesk tool makes a big deal about these "knowledge base" features. If you look at the communities of helpesk software, you'll find users begging for this feature even though obviously it doesn't work anywhere. It's really silly to have, like you say, but helpdesk makers feel like they have to do it because everyone else does and their customers (the IT people) so often demand it.
I've never use the self service feature's of any helpdesk not worth any effort.
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@thecreativeone91 said:
I've never use the self service feature's of any helpdesk not worth any effort.
Even as IT people, I never see anyone using it. Nor do I normally feel that that is where documentation of that type should be kept. Document in a wiki that you own, being tied down to your helpdesk like that would suck.
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The Jira products are very good. How do you want to use it?
