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Un outil de ticketing Jira
pour toutes vos équipes

Toutes les équipes, du service informatique aux RH en passant par le service juridique, peuvent facilement configurer et adapter leur centre de services en fonction de leurs besoins spécifiques. Essayez Jira Service Management gratuitement.

Tout ce que vous attendez d'un logiciel de gestion des tickets

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À vos marques, prêts ?

Lancez-vous en quelques minutes ! Aucun temps d'installation ni configuration nécessaire. Réalisez votre travail plus rapidement grâce aux modèles dédiés et à des outils qui permettent de gagner du temps, comme les vues des tickets, les workflows d'approbation et les capacités d'automatisation, le tout prêt à l'emploi.

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Simple comme bonjour

Ne perdez pas la trace d'une conversation client. Déplacez la conversation de votre boîte de réception (ou de Slack ou Microsoft Teams avec Halp) vers une file d'attente dans Jira Service Management, pour ne rien oublier. Réduisez les va-et-vient et résolvez plus de tickets de support.

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Une plateforme pour tous

Les intégrations à la plateforme Atlassian connectent les demandes à travers un pipeline digital complet : planification, collaboration, gestion des tâches et développement produit (Jira Software et Trello), livraison continue (Bitbucket) et gestion des connaissances (Confluence).

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Obtenez des processus ITIL prêts à l'emploi

Jira Service Management est certifié PinkVERIFY pour les demandes de service, ainsi que pour les processus de gestion des incidents, des problèmes et des changements.

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Automatisez les tâches répétitives

Configurez l'automatisation pour alléger la charge de travail et permettre à vos agents de se concentrer sur l'exécution des tâches importantes.

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Respectez vos SLA

Répondez toujours aux exigences de vos accords de niveau de service (SLA). Réalisez en premier les tâches importantes grâce aux files d'attente priorisées.

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Générez des rapports sur les métriques clés

Obtenez une visibilité sur les métriques stratégiques. Améliorez vos performances en identifiant les goulots d'étranglement avant qu'ils ne surviennent.

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Créez une base de connaissances

Donnez à vos équipes de service les moyens de gérer et de partager facilement les connaissances afin que les bonnes réponses soient toujours à portée de main.

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Enrichissez votre expérience grâce au Jira ticket system

Faites votre choix parmi plus de 1 000 apps et intégrations fiables afin de personnaliser Jira Service Management pour qu'il s'adapte au mieux à vos besoins.

Plus de 25 000 entreprises dans le monde nous font confiance

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Un outil de ticketing intuitif et économique

Jira Service Management is more than just a ticketing system—it's a comprehensive solution designed to meet the diverse needs of modern teams. Its intuitive interface and customizable features, including desk ticketing and IT-specific workflows, empower support teams to manage incoming tickets and service requests efficiently.

Through automation capabilities and prioritized queues, Jira Service Management ensures that critical issues are addressed promptly, enhancing agent productivity and customer satisfaction. Furthermore, its integration with a knowledge base and self-service options empowers users to find solutions independently, reducing dependency on support teams.

By offering a robust suite of features, including ITIL-certified processes and extensive reporting and analytics, Jira Service Management enables businesses to deliver exceptional service while optimizing costs and resources. Whether tracking tickets, managing service requests, or enhancing agent productivity, Jira Service Management provides the tools and capabilities to streamline operations and drive business success.

Frequently asked questions

What is a ticketing system?
  

A ticketing system is a software solution companies use to manage and track incoming requests or issues from customers or internal users. It’s a centralized platform for capturing, prioritizing, and resolving tickets or service requests. Each ticket typically represents a specific task, inquiry, or problem that needs attention, allowing teams to organize and address various issues efficiently.

Why do organizations need a desk ticketing system?
  

Companies need an automated ticketing system to manage and track various service requests, incidents, and issues from customers, employees, or other stakeholders. Ticketing systems provide a structured framework for capturing, prioritizing, and resolving these service requests, ensuring timely and effective responses.

They also facilitate communication and collaboration among support teams, streamline workflow processes, and enable businesses to meet service level agreements (SLAs). Additionally, ticketing systems often include reporting and analytics features so businesses can gain insights into support operations, identify trends, and make data-driven decisions for continuous improvement.

What are popular ticketing system features?
  

Popular features of automated ticketing systems include:

  • Ticket creation and management: Allows users to create, assign, and track tickets throughout their lifecycle.
  • Workflow automation: Automates repetitive tasks and streamlines ticket routing and escalation processes.
  • Knowledge base integration: Provides access to a repository of articles, guides, and FAQs to facilitate self-service and quick issue resolution.
  • SLA management: Enables companies to define and enforce service level agreements (SLAs) for timely ticket resolution.
  • Reporting and analytics: Provides valuable insights on ticket volume, response times, resolution rates, and other critical metrics to monitor performance and identify areas for improvement.
  • Collaboration tools: Facilitates communication and collaboration among support teams and stakeholders, ensuring effective resolution of tickets.
  • Customization options: Allows businesses to tailor the ticketing system to their specific needs, including custom fields, workflows, and branding.
Can ticketing systems help with IT issues?
  

Yes, ticketing system software is commonly used by IT teams to manage and resolve various IT issues, such as technical problems, software glitches, hardware failures, and service requests. It provides IT support teams with tools and features to efficiently handle incoming support tickets, prioritize tasks, track issues, and communicate with users. Additionally, desk ticketing system software often integrates with other IT management tools and systems, further enhancing IT service delivery and support processes.

Going beyond ticketing with IT Service Management (ITSM)
  

While ticketing systems focus primarily on tracking tickets and resolving individual incidents, IT Service Management (ITSM) encompasses a broader set of practices and processes for delivering and supporting IT services.

ITSM goes beyond automated ticketing systems by incorporating service strategy, design, transition, operation, and continuous improvement activities to align IT services with business needs and enhance overall service delivery. ITSM frameworks, such as ITIL (Information Technology Infrastructure Library), provide guidelines and best practices for implementing ITSM processes, including incident management, problem management, change management, service and desk management, and more.

By adopting ITSM principles and leveraging integrated ITSM platforms, businesses can optimize service delivery, enhance user satisfaction, improve agent productivity, and drive business value through effective IT service management practices.

What are the three types of tickets in an IT ticketing system?
  

In an IT ticketing system, the three primary types of tickets are:

Incident tickets: Incident tickets are created to report any unplanned interruptions or reductions in the quality of IT services. These could include system outages, software errors, hardware failures, or network connectivity problems. Incident tickets are typically prioritized based on their impact and urgency to ensure timely resolution and minimize disruption to business operations.

Service request tickets: Service request tickets are created to request access to predefined IT services, information, or resources and have a standardized process for fulfillment. Examples of service requests include account creation, software installations, password resets, equipment provisioning, and access permissions. Service request tickets help streamline and standardize the delivery of IT services, ensuring consistent and efficient handling of user requests.

Change request tickets: Change request tickets are created to propose, review, and implement changes to IT infrastructure, systems, applications, or services. Changes could include updates, upgrades, patches, configurations, installations, or decommissioning. Change request tickets undergo a formal change management process to assess the potential impact, risks, and benefits of the proposed changes. This ensures they are properly evaluated, approved, scheduled, and implemented with minimal disruption to IT operations and business continuity.