There are a lot better options. Best with a lot of KEBD present already!
April 04, 2019
There are a lot better options. Best with a lot of KEBD present already!
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Jira Service Desk
We added Confluence to Jira Service Desk which made automated knowledge base suggestions so easy for our customers to look at, and use if they can, as well as reduced our ticket count dearly. They also helped in having a better utilization of the current knowledge base and help trigger making newer documents to enable self-service with the users. Since the user base grew, this was eventually replaced with Service Now.
- Great use of knowledge base.
- Interactive with the customers to create tickets and shows better suggestions with the existing KEBD.
- Helped automate a lot of tasks which were similar or repetitive.
- Would throw out errors a lot and needed support to come in and fix the infrastructure.
- Knowledge base handling was poor at times and queries would get lost in translation.
- User's complaints with Jira increased for having the ability to navigate a few times which became frustrating.
- Did not find it inexpensive for sure, but if you already have invested in a vast KEBD Database Integration it can work wonders for you.
- Ticket count certainly decreased for L1 based tickets.
- Can be user-friendly only if the initial setup of how to utilize this software is done right by the professional services.
We did select Jira initially because of its simplicity and ease of setup but it turned out to be a lot more complex to get up and running!
We had a large KEBD, and we wanted to take its advantage to the fullest, so we went ahead and had this setup, but later replaced it with Service Now for commercial and Management decisions!
We had a large KEBD, and we wanted to take its advantage to the fullest, so we went ahead and had this setup, but later replaced it with Service Now for commercial and Management decisions!