We often collect feedback and requests from people outside of our team. If they find a bug, need something done, or have a feature request – somehow and some way, they need to reach us.
As an Atlassian, I prefer working in JIRA. It’s my favorite place to plan, track, and get things done, however, it’s not always the case that my end-users are also JIRA users.
When sending users to JIRA is not an option
“Just go ahead and create an issue.”
To a non-JIRA user, the ‘create issue’ screen shows them fields that they are not necessarily trained on. If they want to make a request, they might not understand the fields that are important to the team – components, fix versions, sprints epics and more.
Do you have a help desk?
Atlassian now offers a natively integrated service desk, with everything you need to support your organization from the comfort of JIRA. With JIRA Service Desk, anyone you work with (non-JIRA users included) can easily submit requests that go directly into the JIRA back-end we already know and love.
Instead of sending them straight into your team’s JIRA instance, business users can access the door to your team through a simple customer portal.
Speaking naturally
The customer portal is completely customizable, showing users only what they need to see. Rather than showing the ‘component’ and ‘sprint’ speak we understand, you can speak in a natural language for your users. Let your users give you the information you need. Whether it’s dates, attachments, or a drop-down menu, JIRA Service Desk supports most types of fields.
Ease the transition from email
It’s not only the customer portal, either. Your business users can reach the service desk by email. After all, it’s hard to tell people to change the way they do things. If it’s their favorite way to communicate, you can be sure that tickets will never go missing.
Even easier on the agent side
Requests from end-users go directly into JIRA Service Desk’s customizable queues, built on the platform we already know.
More than just queues, JIRA Service Desk extends JIRA with advanced SLAs, so that teams work on the most important things first and are accountable to the rest of the business.
A JIRA project is just one click away from a Service Desk
To sum it up, Atlassian’s JIRA Service Desk extends the power of JIRA while simplifying the experience for those you serve and support. And now, back to you: how does your team currently take in demand?
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