Many businesses use Confluence to document projects, define service agreements and track business processes, but it is an additional licensing cost that almost doubles the cost of using Jira Service Desk if all agents need to create knowledge base contents. This functionality exists but uses Jira’s Confluence software that must be licensed in addition to Jira Service Desk. What isn’t included by default is a knowledge base for customers to help themselves before calling on an agent to handle their problem. And, you can control what permissions each user role or team they’re on have. Service request types, agent roles, SLAs, workflows and a million other things can be edited easily by those with admin powers. These choices enable some pre-configuration to the ticketing templates, but it is all changeable if those aren’t appropriate. When you first install the system, it asks several critical questions about what type of support needed and how tickets are to be allocated. Tickets are pooled under Projects, allowing for multiple service contracts to be handled by the one system, and agents can then track and resolve tickets either manually or automatically allocated to them. What Jira doesn’t actively support is social media, although we’re sure there are ways you could drive service requests from these channels by converting them into emails. Like every helpdesk solution we’ve reviewed, this is a ticketing system that allows customers to make requests either through a software portal, email or phone call.
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