The power of teamwork is critical to software delivery. There are many roles involved, from developers to build engineers and quality assurance teams. You’ve also got the operations team, making sure that development environments are stable and production-ready. On the feedback side of software development, there are users, who often run into service outages, bugs, and have change requests. And we can’t forget about IT, managing the influx of service tickets and keeping those business users happy.

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With developers and IT teams working in separate systems, there are blind spots in the process. With no collaboration channel, IT teams don’t get the visibility and communication they need on fixes and improvements. In addition, the dev team’s time-to-market is prolonged as this process remains inefficient. Between server problems, bugs, feature requests, and more, service management is an essential part of software development feedback. Integrating service and development in one place makes critical feedback transparent, ensures uptime, increases value to the users, and improves the organization’s ability to collaborate.

JIRA helps over 30,000 development teams build great software. For teams who rely on JIRA, JIRA Service Desk provides one place to manage service requests and development. Here’s how:

Visibility on bugs

If a customer raises a request to the IT service desk about a software bug, how can IT agents stay informed about bug-fix status and update the customer? For example, a ticket in JIRA Service Desk could be related to a bug tracked in JIRA. The IT agent can easily become a watcher of the bug and be able to keep up with its progress through the workflow. This all happens without having to ping or email the developers, eliminating disruptions in the development process.

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Linking incidents to bigger problems

What if the IT team receives multiple tickets that all seem related? How can these incidents be linked to bigger software problems? In JIRA Service Desk, agents can identify bugs based on incidents and can easily loop in a developer on the ticket itself. The developer can then create an issue in the JIRA development project. Once these issues are linked, the status of the issue can be seen in the service desk ticket.

Developers and IT agents can discuss the issue with @mentions in a single comment thread, establishing a clear communication channel between the two teams.

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How a request becomes a feature

How do common requests become new features? When the same enhancement request is submitted by multiple users, the IT agent can bring developers into the conversation with a simple @mention. Together, they can analyze the impact of the feature and ultimately, make it a priority for the development team. Once the change request becomes part of the JIRA development project, the IT agent can stay updated on its progress and communicate those updates to the users. With JIRA Service Desk, development teams get visibility on feedback and can provide software enhancements faster.

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Extending JIRA with JIRA Service Desk means you can improve collaboration and communication between stakeholders. All involved can have access to the same data and act on it. These insights help teams build better software to please more customers.

 

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