Looking for teams who have added Jira Service Desk to Jira Software instance

[Mamta Chaube]

Hi, everyone! Mamta here from the Jira Service Desk Product Marketing Team :). 

We would like to help and educate new Atlassian customers on using Jira Service Desk and Jira Software together and we'd love to hear from you!

Please share:

- Your experience using Jira Service Desk and Jira Software together.

- What made you realise that it was time to add a service desk to your Jira Software instance?

- Any best practices, tips & tricks, or pitfalls to avoid

Your story will be helpful for new customers. We appreciate your help!!

[Jack Brickey]

I added JSD to my cloud instance a few years back.

JSD and JSW generally work well together but it takes a bit of work to make that happen. You need to leverage Create Linked Issue in conjunction with Automation to make things work well and that takes a bit of trial and error. Setting up JSW collaborators is also not immediately intuitive but it works. We currently use JSW for internal purposes only but are looking to extend to some external customer business needs. For internal we have some users that have JSW access but are JSD Customers. In those cases, it is a bit confusing to the team that for JSW issues they work w/in the application but for JSD they work w/in the portal. It would be great if JSW customer could have a 'portal' access directly w/in the application.

I decided to introduce JSD to meet my IT team's needs. There are a few reasons why I chose to use JSD instead of making JSW work:

1. I wanted the SLA and reporting metrics that JSD provided
2. I didn't want/need to extend JSW licensing to all employees and I wanted to provide something other than email method of reporting issues, i.e. the portal.
3. I liked some of the features that JSD introduced: Automation, Queues, Satisfaction Survey

best practices:

• link JSW and JSD using automation and Create Linked Issue. There are good threads out there and documentation on this so won't repeat
• create a unique status to 'park' JSD issues into when the effort involves JSW team, e.g. "Development". This allows you to keep your IT SLAs independent of your pure IT SLAs. This also allows you to report on development resolution times.
• Pitfall - know that JSD uses a different email handler than JSW. Don't get them confused
• Organizations - read and understand how they work so you can ensure customers are placed into buckets allowing the proper sharing of issues w/in an organization.
• Study your use case before jumping in to decide whether a single project or multiple projects work best for you. There are a number of threads and articles in the Community on this.
• Encourage the use of the portal over email as it will provide much better assessment and reporting on your customer issues.
• Consider using Automation for reminders: agents that and SLA is about to breach, customers that you are waiting on a response, closing stale issues waiting on customers
• Leverage SLAs and don't be afraid of having several

[Mamta Chaube]

Great inputs.

Thanks for kicking off this discussion :) 

[Jet]

Thanks Jack, this is great! I would like to followup on a few things.

Do any of your engineering teams use JSD (as an agent)? 

How did you learn to setup JSW collaborators? What could have helped to set this up quicker?

If you don't mind, it would be helpful to know how big your organisation is. How many people are in IT and how many engineers are in your org?

Thanks so much! 

[Jack Brickey]

No engineers use as agents. I have the following users by function: IT (4) HR (2), Facilities (2). We have about 260 employees.

On setting up collaborators I think I picked up some tips in the Community. When I set this up I don’t believe there was an article in the getting started guide. It may be ther now if not I would recommend adding it there.