Top Jira Service Desk Alternatives

The JIRA Service Desk is a customer service-desk management platform designed for the quick ticketing and remediation of IT woes. It is one of the more widely used service desk solutions in the IT customer service field due to its high rate of closure and general reliability. It also offers several features to integrate the team and allow a more in-depth view of the customer's problems.

A better knowledge-base for instant information

Not all issues require the help of a professional, and some resolutions are even easier and faster is the customer can do it themselves. JIRA ensures that the flow of information is consistent and quick towards all the stakeholders, which include both the customer and the service professional handling their requests. For starters, JIRA can be easily integrated with the Confluence platform, which enables the creation of a database containing issues and their resolutions. The integration also enables professionals to share information with their colleagues in an intuitive manner. The platform also allows the creation of self-service systems for customers.

Ensuring a faster resolution every time with JIRA

Fast customer service is ever-desirable, and JIRA enables this with features like automation, integrations, and notifications. For faster resolutions, companies may set SLA policies for their complaints and tickets, allowing them to grade these according to their severity level to prioritize them, and set deadlines for the resolution of these issues. This is also where the notification system comes into play. The platform can notify the service professionals about potential SLA violations before it even happens. The handling of escalations and priorities can be handled by the platform autonomously based on specific custom-set rules, freeing the workforce for other tasks.  

Integrations can enable extended functionalities

JIRA enables the company to install integration pipelines for more than 200 platforms through its Opsgenie module. These platforms include analytics, data monitoring, and workflow management platforms. The workflow through these integrated platforms can be customized by an in-built rule engine. Moreover, developers can create more direct extensions in the form of add-ons designed with a REST API. Since the platform is open-source, installing custom plugins is quite easy, and they can drastically improve how the platform handles situations.