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Submitted URL: http://www.atlassian.com/software/jira/service-desk?utm_medium=email&utm_source=service-desk_email-notification&utm_campa...
Effective URL: https://www.atlassian.com/software/jira/service-management/features/service-desk?utm_medium=email&utm_source=service-desk_...
Submission: On November 26 via manual from DE — Scanned from NL
Effective URL: https://www.atlassian.com/software/jira/service-management/features/service-desk?utm_medium=email&utm_source=service-desk_...
Submission: On November 26 via manual from DE — Scanned from NL
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Close View this page in Nederlands? All languages Choose your language * 中文 * Deutsch * English * Español * Français * Italiano * 한국어 * Magyar * Nederlands * 日本語 * Português * Pусский * Polski Back Products For teams Support * Support * View all products * Atlassian.com Buy now Search Toggle menu My account Search atlassian.com Close search PLAN, TRACK, & SUPPORT JIRA SOFTWARE Project and issue tracking JIRA WORK MANAGEMENT Business team collaboration JIRA SERVICE MANAGEMENT High-velocity ITSM OPSGENIE Modern incident response STATUSPAGE Incident communication JIRA ALIGN Enterprise agile planning COLLABORATE CONFLUENCE Document collaboration TRELLO Collaborate visually on any project CODE, BUILD, & SHIP BITBUCKET Git code management SOURCETREE Git and Mercurial desktop client BAMBOO Integration and release management SECURITY & IDENTITY ATLASSIAN ACCESS Security and control for cloud CROWD User management for self-managed environments View all products * MARKETPLACE Apps that enhance Atlassian products * DEVELOPERS Docs and resources to build Atlassian apps * TRUST & SECURITY Compliance, privacy, platform roadmap, and more * WORK LIFE BLOG Stories on culture, tech, teams, and tips Close dropdown BY TEAM SIZE STARTUPS Great for startups, from incubator to IPO SMALL BUSINESS Get the right tools for your growing business ENTERPRISE Learn how we make big teams successful BY TEAM FUNCTION SOFTWARE Plan, build, & ship quality products MARKETING Bring together a winning strategy HR Streamline people management LEGAL Operate securely and reliably OPERATIONS Run your business efficiently IT Provide great service and support FINANCE Simplify all finance processes INCIDENT RESPONSE Respond, resolve, & learn from incidents View all products * MARKETPLACE Apps that enhance Atlassian products * DEVELOPERS Docs and resources to build Atlassian apps * TRUST & SECURITY Compliance, privacy, platform roadmap, and more * WORK LIFE BLOG Stories on culture, tech, teams, and tips Close dropdown RESOURCES DOCUMENTATION Guides to all of our products ATLASSIAN MIGRATION CENTER Tools and guidance for migrating CLOUD ROADMAP Upcoming feature releases PURCHASING & LICENSING FAQs about our policies SUPPORT SERVICES ENTERPRISE SERVICES Personal support for large teams PARTNER SUPPORT Trusted third-party consultants ATLASSIAN SUPPORT A resource hub for teams and admins LEARN & CONNECT ABOUT US Our mission and history CAREERS Job openings, values, and more ATLASSIAN UNIVERSITY Training and certifications for all skill levels ATLASSIAN COMMUNITY A forum for connecting, sharing, and learning * MARKETPLACE Apps that enhance Atlassian products * DEVELOPERS Docs and resources to build Atlassian apps * TRUST & SECURITY Compliance, privacy, platform roadmap, and more * WORK LIFE BLOG Stories on culture, tech, teams, and tips Close dropdown Open and close the navigation menu * Features * Pricing * Product guide * Resources * Enterprise Get it free * Features * Pricing * Product guide * Resources * Enterprise Get backstage access into the future of service management at High Velocity: ITSM World Tour. Register now THE ONLY SERVICE DESK BUILT ON JIRA Jira’s service desk empowers teams to deliver great service experiences and ensures your employees and customers can get help quickly. Get it free JIRA SERVICE DESK VS. JIRA SERVICE MANAGEMENT To be fair, it’s not really a “this vs that” scenario, because Jira Service Management includes all the functionality of Jira Service Desk with richer ITSM capabilities. Jira Service Desk is now part of Jira Service Management. How did we get here? We created Jira Service Desk in 2013, after we noticed that nearly 40% of our customers had adapted Jira to handle service requests. Thousands of teams managed requests through service desks, reduced manual effort, and set up workflows across their organizations in departments like HR and legal. In 2020, we introduced Jira Service Management to further unlock development, IT operations, and business teams, so they can deliver exceptional service experiences. Learn more HIGH-VELOCITY SERVICE REQUEST MANAGEMENT HAPPY, PRODUCTIVE TEAMS Configure an intuitive self-service portal so your employees have one place to go to get help fast. Easily spin up service desks that fit unique team needs. Leverage Confluence as a knowledge base to respond to and resolve incoming requests faster. A UNIFIED VIEW OF WORK Triage, track, and assign incoming requests from various sources with queues and SLAs. With conversational ticketing, employees can seek help directly from Slack and agents can track all the information they need in Jira Service Management. Gain full context on customer needs through linked issues and associated Insight assets. DELIVER EXCEPTIONAL SERVICE EXPERIENCES By bringing development and IT support teams together on one platform, it’s easy to collaborate across teams to rapidly address concerns. When employees or customers report incidents or issues, you can easily escalate and route them to the right development and operations teams to squash bugs, resolve incidents, respond to changes, and deliver exceptional service quickly. -------------------------------------------------------------------------------- SERVICE REQUEST MANAGEMENT FEATURES SERVICE DESK Make it easy for every team to spin up a service desk. Showcase services through a simple, intuitive portal that makes it easy for your employees and customers to get help quickly, and for your teams to streamline incoming work. REQUEST QUEUES Bring together requests from email, chat tools, your service desk, and other channels. Configure queues to track, triage, and assign incoming requests. Group similar tickets and make it easy to categorize service requests, incidents, problems, and changes. SELF-SERVICE Empower employees to find answers to common questions using a self-service portal. Leverage Confluence as a knowledge base that surfaces relevant articles to deflect requests. Your employees now get the help they need, without having to engage with an agent. SERVICE LEVEL AGREEMENTS (SLAS) Set as many SLA policies as needed to keep track of deadlines based on elapsed time or request categories. Resolve requests based on priorities, and use automated escalation rules to notify the right team members and prevent SLA breaches. REPORTS AND METRICS Dive into customer satisfaction reports to better understand your customers and improve service with a simple, built-in tool for collecting feedback. Monitor and optimize your team’s work with slick reports and dashboards. REQUESTS FROM SLACK AND MICROSOFT TEAMS Halp users can create a two-way sync between conversations in Slack or Microsoft Teams and Jira Service Management. Employees never have to leave Slack to get the help they need, and agents get all the information they need right in Jira Service Management. > Jira Service Desk has revolutionized how we do IT. We’re dealing with 236% > more tickets with only a 63% increase in IT engineers – and our IT team has > worked to become 44% more efficient.” Business Tools Team Lead, Skyscanner TRY JIRA SERVICE MANAGEMENT FOR FREE Get it free Learn more PRODUCTS Jira Software Jira Align Jira Service Management Confluence Trello Bitbucket View all products RESOURCES Technical Support Purchasing & licensing Atlassian Community Knowledge base Marketplace My Account Create support ticket EXPAND & LEARN Partners Training & Certification Documentation Developer Resources Purchasing FAQ Enterprise services View all resources ABOUT ATLASSIAN Company Careers Events Blogs Investor Relations Trust & Security Contact us English Choose your language Deutsch English Español Français Italiano 한국어 Magyar Nederlands 日本語 Polski Português русский 中文 Privacy policy Terms Impressum Copyright © 2021 Atlassian * * * *