The Atlassian Service Collection, including the no longer available standalone Jira Service Management, is an integrated suite of service management applications built on Atlassian's unified Jira platform architecture. Designed to bring development, operations, internal IT, and external support teams onto a single workflow engine, the Service Collection consolidates support infrastructures to deliver service at high velocity.
$0
per month
Intercom
Score9.9 out of 10
N/A
Intercom Helpdesk is the support workspace where human teammates handle customer conversations and tickets. Fin, the customer agent, and Copilot work in that same Inbox, so a case can move from an automated reply to a teammate with the conversation history attached.
I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Intercom is well suited to finding information that your colleague gets about one lead or User. It's less appropriate when you need some report that you can not custom, and the different categories are really not clear. Nevertheless, for the communication with your clients and feature clients, it's really perfect!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
Allow multiple different entry points and work flows for as many different needs your teams / company have
Intercom is great for tracking user engagement, support, and marketing. I love that you can see what a user is doing on your site and send messages (email or chat) based on specific criteria.
Intercom is simple, easy to use, and great for website chats. It is very easy for customers to interact with.
Makes your team very accessible, also makes the support process simple for the end users. Good integrations and useful statistics provided.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Exporting conversations - we need to do this for things like customer disputes and chargebacks, however the export is a simple unformatted text file, which is not an acceptable capture of the threads as it can be simply edited. A clean and neat PDF export would be fantastic.
Better/simpler spam and abusive user blocking, maybe based on IP address or sender domain
A lower cost - there are many free/low cost platforms now, and I feel your costs are high
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
If you're used to other tools in the Atlassian ecosystem, you'll feel right at home with JSM. It's also a platform that technical folk can easily pick up. However, I wouldn't recommend using JSM as a company's first jumping off point into Atlassian. There are a lot of other 'newer' tools that provide sleeker ITSM systems at a similar cost.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Customizability: Intercom is highly customizable, allowing users to tailor the interface to their specific needs and preferences. This can help to improve usability by ensuring that users have quick and easy access to the features and information they need most, this can be done by using Macros, generating custom events and etc.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.
Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Online Training from Atlassian was really Good to effectively deploy, manage, and utilize Jira Service Management. It really improved the overall Operational Efficiency and productivity of end users in the organization. Training gives the confidence to use Jira Service Management for all of the Product engineering, Application support, and Infrastructure engineering support team members.
Online Training was good and informative for new users adopting Jira Service Management. The Training helped to understand the product features, customization capabilities, and integration options with various tools in an enterprise organization, so the overall productivity and efficiency are improved at Blue Yonder. It also helps to timely address the incident tickets, user stories, and track and close them in a timely manner.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Intercom is much easier to use. Even though HubSpot's Support hub is a fairly new feature, it lacks so much. It is quite complicated to use and lacks many features that Intercom can offer just for the focus of customer service.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
