Menu
Atlassian's JIRA Service Desk now helps employees help themselves

Atlassian's JIRA Service Desk now helps employees help themselves

Universal search gives internal customers a single place to turn for answers

The unified portal in Atlassian's new JIRA Service Desk

The unified portal in Atlassian's new JIRA Service Desk

Imagine a service desk, and chances are you envision a team focused on helping and supporting external customers. But often overlooked are equivalent services that are focused instead on serving an organization's internal customers -- helping employees find the answers to their questions and the people they need, for example.

That, however, is precisely the area targeted by Atlassian with its JIRA Service Desk, and on Wednesday it gave the product a key update.

"For the last 10 to 15 years, a lot of the focus has been on CRM and improving the experience for the end customer," said Sidharth Suri, a vice president of marketing for Atlassian. "We think the needs of employees have been underserved. The success of your company depends on empowering and enabling them."

With that in mind, JIRA Service Desk 2.3 introduces a new, universal portal so that employees no longer have to figure out ahead of time who within the company is most likely to be able to help them. Instead, a Google-like search bar allows any employee with a question to simply type it in and get what they need, wherever those answers may come from.

"Essentially, the product gives a simple way for me to go to one central place regardless of my question," Suri said.

Say an employee needs to onboard a contractor, for example, but isn't sure how to go about it and doesn't know who to ask.

Now, "I can ask the question and self-serve if the answer is already there," he said. If it's not, the employee can input the question and know it will go to the right person, with prioritization and tracking capabilities, he added.

JIRA Service Desk 2.3 is now available. Pricing is based on the number of employees who have rights to answer queries and provide referrals.

Delivered as a cloud service by subscription, it costs $10 per month for each of the first three agents and then $25 per agent per month after that. One-time perpetual pricing is $1,500 for up to five agents; $3,000 for up to 10 agents; $30,000 for up to 100 agents; and a new $45,000 flat fee for unlimited use.

Follow Us

Join the New Zealand Reseller News newsletter!

Error: Please check your email address.

Tags applicationsatlassianCustomer Relationship Managementsoftwarecollaboration

Slideshows

Top 50 defining moments of the New Zealand channel in 2016

Top 50 defining moments of the New Zealand channel in 2016

Reseller News looks back on a tumultuous 12 months for the New Zealand channel, assessing the fallout from a year of sizeable industry change. Whether it be local or global mergers and acquisitions, distribution deals or job changes, the channel that started the year differs somewhat to the one set to finish it - Reseller News assesses the key moments that made 2016.​

Top 50 defining moments of the New Zealand channel in 2016
​Hewlett Packard Enterprise honours high achieving NZ channel

​Hewlett Packard Enterprise honours high achieving NZ channel

Hewlett Packard Enterprise honoured its top performing Kiwi partners at the second running of its HPE Partner Awards in New Zealand, held at a glitzy ceremony in Auckland. Recognising excellence across eight categories - from distributors to resellers - the tech giant celebrated its first year as a standalone company, following its official split from HP in 2015.

​Hewlett Packard Enterprise honours high achieving NZ channel
Nutanix treats channel partners to Christmas cruise

Nutanix treats channel partners to Christmas cruise

Nutanix recently took to the seas for a Christmas Cruise around Sydney Harbour with its Australia and New Zealand staff, customers and partners to celebrate a stellar year for the vendor. With the sun out, they were all smiles and mingled over drinks and food.

Nutanix treats channel partners to Christmas cruise
Show Comments