Last Thursday, we streamed a webinar about how Atlassian has set up JIRA Service Desk to handle requests from our business teams, including our legal, HR, and finance teams.

Watch the webinar now

What we covered

We covered a few things within this webinar. We talked about how to:

  • Create an easy-to-use customer portal for anyone in the business. Learn how anyone can request work from any business team within an easy-to-use customer portal.
  • Customize JIRA Service Desk for any business team. Set up your service desk in a few hours, and customize it for your business team’s requests.
  • Help your customers help themselves. Monitor important tickets and be the first to know when a blocker gets solved, all from your real-time chat stream.
  • Encourage your customers to use the new service desk. Customers often resort to email, but it can be a drain on productivity. Learn the tips and tricks for how these teams got our entire organization to start using JIRA Service Desk.

Top Q&A

  • How do I ensure that important information is protected and secure?

At Atlassian, we take security seriously. There a few ways you can protect your information: investing in a secure infrastructure, thinking about how you set up your JIRA instance with external systems, and configuring permissions within your team. Atlassian takes care of securing your infrastructure both on premise and in the cloud. Also, think about the environment in which JIRA is running. Restrict usages of the database JIRA can have access to. Finally, have clear roles within your team, and set up permissions so that only certain people within the team can access certain information. As a precaution, Sandi’s HR team does not process or include salary payment files or credit card transitions.

  • If someone is requesting a new hire, how do you know what information to collect based upon their position?

You can set up different issues that have requirements specifically for that role. For example, we require different information for contractors and employees. We have set up a dedicated issue for each category so it’s clear to the recruiter or manager what info they need to provide.

  • Do you have to deal with multiple people setting up multiple applications? For example, a new hire needs a computer and software. If one person sets up the computer and the other person does the software how do you track that both processes got completed?

Once we set up the profile in our HRIS (Workday), there is an integration with JIRA that creates a ticket for the IT team to set up computer and software. HR and the manager have full visibility into the ticket and are able to check the status of the request (processes are marked as complete via the JIRA ticket).

  • How do you deal with external providers and customers (relocation, leased vehicles, new hires) in JIRA Service Desk?

You can set up an email alias and have it create tickets directly in JIRA Service Desk. Customers and providers would not have access to the ticket so communications to them would need to be done via email and recorded in JIRA Service Desk.

External customers can have access to the customer portal. They are able to make requests, and with our agent based pricing model, we do not charge for any external users.

  • How do you achieve the 24h resolution time?

The team picks up the tickets as soon as they come into the office. If there is a complex issue, it is immediately escalated to the site operations lead who helps resolve the issue.

  • How do you send the letter of offer to external people? Is it attached to the call? How do you send it to them from JIRA Service Desk?

We attach the offer to the JIRA Service Desk ticket created by the recruiter. The recruiter, who has the established relationship with the candidate, then picks it up and sends it along to them.

Thank you for reading! If you want to try out JIRA Service Desk for your team, check it out below for a free trial.

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