Ultimate service desk checklist

Admin experience

Can admins tailor the service desk software to the needs of their teams?

• Out-of-the-box and configurable workflows and requests

• Multi-lingual support for customers around the world

• Configurable email notifications and access

• Customizable portal to show off your branding

Agent experience

Does the service desk software help agents streamline their work?

• Automated task assignment, rules, and canned responses integration to cover routine tasks

• Custom SLA goals to fit your criteria and hours

• Mobile app for work on the go

• RM app and Confluence integration allow work to be done right from the ticket

Customer experience

Does the service desk software allow customers to get help where and how they need it?

• Portal, email channel, and embedded widget meet customers where they are

• Live chat, social media, phone and SMS apps extend service channels

• Configurable workflows, status updates, and notifications, so customers know where their request stands

• Confluence knowledge base integration with automated article suggestions for self service

• Customer satisfaction (CSAT) feedback and self-service ratings

Reporting and management

Does the service desk software provide reports on the service you're providing and help you forecast what's to come? Does it show your team's value?

• Default reports on workload, SLAs, customer satisfaction, deflected requests, and more

• Configurable dashboards highlight the daily information you need

• Time tracking integrations to analyze productivity

• Real-time queue updates to see that you're working on the right thing at the right time

• Exportable reports, customer-facing reports and billing apps for external stakeholders

Collaboration

Does the service desk software enable work across teams?

• Capability for internal support, external support, or both

• Permissions and role-based ability to set, view, edit, share, and act on requests to fit your team's needs

• Tickets linked across teams to involve the right people

Ready for ITSM

Does the service desk software have everything you need to excel in ITSM?

• PinkVerify™ and Axelos ITIL™ certification

• Workflows for incident management, service request management, change management, and problem management

• Best practice guides and playbooks to help your team continuously improve

• Asset management and discovery apps

• Automatic prioritization to triage requests

Resources and support

Does the service desk software have everything you need to excel in ITSM?

• Comprehensive documentation, how-to articles, and best practice guides

• Demo videos with live chat support

• Training and certification program

• Active Atlassian online user community

• Local Atlassian user groups and Atlassian conferences

• Network of certified solutions partners available to provide product configuration, implementation, and training

• Variety of support offerings

Developer resources

Can the service desk software integrate with other tools? Can you develop your own solutions and build a service desk that fits your team?

• Marketplace with over 800 apps to build a service desk that fits your unique needs

• Free access to APIs with no API call limits and ability to develop your own apps

• Developer documentation including tutorials and online developer community

• Transparent uptime status and incident communications

Security and compliance

Does the service desk software have data and security policies that won't keep you up at night?

• Data encryption at rest, frequent data back-ups, disaster recovery

• Rigorous security testing and assessments and commitment to personal data protection and privacy

• ISO/IEC compliance

• SOC2 compliance

• PCI DSS compliance

• CSA STAR compliance

• Configurable in accordance with industry and area standards such as HIPAA and GDPR

Pricing and licensing

Is the service desk software a good value now? Will the investment pay off in the years to come?

• Transparent pricing with no sales games

• Volume pricing discount

• Free, fully functional trial to get to know the product

Deployment choice

Does the service desk software offer deployment options?

• Cloud to get started quickly and avoid hosting complexity

• Data Center with infrastructure choice for scaleability

Platform

Is the service desk software built on a platform that helps you avoid hassle, cost, and complexity?

• Atlassian product integrations including Jira Software, Confluence, Bitbucket, Statuspage, and others

• Jira platform reporting, cross-product functionality, and licensing

• User management and authentication across Atlassian Cloud products

• Data import via CSV

Vendor track record

Are you confident that the service desk software vendor is stable and continually investing in product improvements?

• Publicly traded company with 15+ years of experience building software for teams

• 125,000+ Atlassian customers

• Ongoing investment in research and development