JIRA Service Desk 2.0 Disrupts Service Management Market With Collaborative Functionality


Annelise Reynolds

JIRA Service Desk Sees Viral Adoption Beyond IT

Atlassian Summit 2014, San Jose, Calif., September 10, 2014 – Atlassian, Atlassian today introduced JIRA Service Desk 2.0 with new features and pricing that provide a consumer-grade user experience and a more effective, collaborative way for service teams to deliver that experience.

JIRA Service Desk is focused on making IT teams super heroes of service. JIRA Service Desk has also seen viral adoption in teams from IT to HR, marketing to procurement, because it’s a flexible product that can help any team across an enterprise service their users better, faster, and cheaper.

JIRA Service Desk 2.0 introduces:

  • Central customer portal: a central portal unifies many service desks from across the business to make it easier for customers to get help and get status on their requests from many different teams on many different processes.
  • Deeper email integration: the ability to create requests simply by email and manage them in the same queue with requests generated through a service desk's web experience.
  • New administrator experience: the streamlined administrative experience guides JIRA Service Desk admins through the set up process in just 10 minutes, while ensuring they get a full grasp of the capabilities.
  • Improved reporting and insights: new high-level overviews of each agent’s workload, and status of requests vs. service level agreements (SLAs). This helps give team leads better visibility and ability to more effectively manage workloads.
  • Agent-based pricing: starting as low as $20 per month per agent, giving customers the most affordable service desk system for small and large teams.

Atlassian has a long and successful track record in this space – its core JIRA issue-tracking product has been used by almost 40% of the 28,000 JIRA customers to build service desk experiences. Starting with the JIRA platform, Atlassian built a state-of-the-art Service Desk product using those best practices and learnings to release JIRA Service Desk.

“More than 1,700 customers have deployed JIRA Service Desk since its launch last year, and we expect massive growth with our new features and pricing model,” said Didier Moretti, vice president, general manager of service desk at Atlassian. “JIRA Service Desk 2.0 was created to power more than just the IT team, because nearly every team in a modern company is now a service organization. From a giant defense contractor using it to build helicopter carriers, to a grassroots environmental organization using it to support the global rollout of a fundraising system, JIRA Service Desk enables all sorts of teams to serve customers better, and focus on what matters.”

What makes JIRA Service Desk different is it was designed from the start with customer experience and team efficiency in mind. It combines the power of advanced workflows and collaboration functionality with a simple, intuitive user experience that allows end-users to easily make requests. On the agent side, advanced SLA’s automatically triage requests so teams can work on the right tasks at the right time. Teams can also reduce their workload by creating evergreen advice for their users to let people self-serve issues at the same time they’re asking for help. And, with JIRA Service Desk’s collaborative knowledge base, many end-users can contribute to that advice, harvesting the wisdom of the crowds for solving problems.

At Vistaprint, the international marketing products and services company, JIRA Service Desk was rolled out in five weeks across 22 locations and used to merge over 20 different services into a single, global service desk. “The launch was really smooth,” said Gen Kallos, Vistaprint’s associate director of Operation Improvement. “The adoption from the user community was phenomenal. And meanwhile, the requests are coming in and getting resolved faster and more efficiently.”

“We’ve rolled out JIRA Service Desk in production to over 1,500 users. It was ridiculously easy, and the SLA metrics were eye-opening, “ said Caroline Adams, manager of Engineering Systems and Tools for secure mobility leader Good Technology. Added Puppet Labs’ IT manager Nick Cunningham: “Since implementing JIRA Service Desk we’ve been able to reduce our time-to-resolution SLA by 25% because our teams have been getting that much more efficient.”

Pricing and Availability

JIRA Service Desk 2.0 is available immediately as a Cloud Service or server-based software. The first three agents each cost just $20 per month; every additional agent costs $25 per month.

About Atlassian

Atlassian unlocks the potential in every team. Our products help teams collaborate, build software and serve their customers better. Nearly 40,000 large and small organizations – including Citigroup, eBay, Coca-Cola, Netflix and NASA – use Atlassian’s tracking, collaboration, communication, service management and development products to work smarter and deliver quality results on time. Learn about products including JIRA, Confluence, HipChat, Bitbucket and Stash at http://atlassian.com.