- Automation tools
- Numerous premade templates
- Free plan
- Over 1,000 integrations
- Deadlines & issue linking
- Confusing pricing structure
- Steep learning curve
Service management agencies have a lot on their plates, such as dealing with help requests and keeping their customers happy. So, these types of companies benefit significantly from a centralized support system like Jira Service Management.
The Australian company, Atlassian, delivers a service management platform that’s packed with useful tools, such as templates and automation. Due to this versatility, the software is fitting for any support agency, such as IT service management (ITSM), legal services, HR, and more. With a straightforward way to categorize and resolve issues, clearing your pipeline and responding to help requests become a walk in the park.
Helpfully, there are numerous ways to test Jira Service Management. In addition to a free plan that offers unlimited project workspaces for up to three agents, the platform’s paid plans can also be tried out for free for up to 30 days.
Jira Service Management is a centralized platform that allows support agents to view and collaborate on all customer-related services. Whole operations can be conducted from one place, as it provides project templates for several departments, including HR, finance, and web development.
Following a straightforward registration, subscribers of Jira Service Management are welcomed with a user-friendly dashboard. To help you get started, there’s a premade project and several dummy tasks to ease you into using the software.
In addition, Jira Service Management guides you through the creation of your first project. For example, if the company’s main field is marketing, the platform offers templates specifically designed for this category, like marketing campaign requests.
Once your project is all set, the next step is to invite the whole team and start managing requests together. Even customers can be added to a service project so they can raise a request with the team directly.
If customers are not invited, they can still submit help requests via email, live chat, and support tickets. Issues are then turned into tasks by importing them from these communication channels. From then on, managing the process of replying to customer requests is simple. Finally, issues can be linked to one another to create an order of priority.
Centralized Service Management
When requests are accepted and turned into tasks, they’re accessible in two different ways. The first is by choosing project view to see them all in one place. The second method is to use filters to break down issues, which include specific assignees, a task’s creation date, keywords, and more.
For issues that continually pop up, Jira Service Management lets you build a knowledge base with FAQs, blog articles, how-to guides, and anything along those lines. Once categorized into topics, this library of information helps the customer find the answers they need without contacting an agent.
Finally, Jira Service Management lets you monitor all help request processes without making you check tasks one by one. The platform’s detailed usage reports provide information about resolved and rejected support requests, the workload of team members, time spent with issues, and customer satisfaction.
Help Request Automation
Support requests tend to come in high numbers. Sometimes even old issues need to be reopened, as the solution provided initially didn’t work. This can be chaotic, but not with Jira Service Management’s automation tools that help improve the organization of projects and tasks.
An automation process consists of two components: a trigger and an action. Any action – be it creating a new task or subtask, adding or removing a deadline, or sending an email notification – can be set to trigger another action.
The detailed automation audit logs keep track of these sequences. These are essentially reports about automated processes, which provide information on whether an action has been performed, whether it failed, whether the assignee has reacted, and more.
Finally, if setting up automation processes manually is too much of a hassle, it’s possible to choose an automation template. In other words, Jira Service Management can create the most used automation paths, such as assigning a task or tagging the assignee in a comment when automation is triggered.
Mobile and Add-ons
When it comes to mobile support for Android and iOS, Atlassian doesn’t overcomplicate. There’s a joint mobile app for Jira Service Management and Jira Software, simply named Jira Cloud.
It can take some time to get used to the apps, as projects created in one Jira platform will appear in another. That being said, the mobile app comes in handy in the long run, especially when moving tasks between the two platforms’ projects.
Other than this, the Jira mobile app is overall useful for checking and updating issues on the go. Better yet, any request can be updated with a few extras, such as screen recordings or photos.
Last but not least, the mobile app can also be used for direct contact with customers. This means that when an issue comes in, agents can respond quickly via their cell phones.
The key to truly streamlining processes and systems is to have all apps and software in one place. With Jira Service Management, this is entirely possible, as there are over 1,000 third-party integrations available.
For example, when used in conjunction with Slack and Microsoft Teams, the company’s support agency can establish a live chat service. Better yet, agents can take an issue directly from the customer and use keyboard shortcuts to assign a task to someone without leaving the chat window.
It’s also appealing that the platform integrates with CRM software. By adding this type of software to Jira Service Management, agents can have more information about their client base. This results in a better overview of their clientele and more power to solve requests effectively.
Jira Service Management’s pricing structure is a bit of a challenge to get your head around, and it’s not the cheapest solution either. The platform follows a user-based pricing policy, where the fee changes with each user when billed monthly. In fact, prices decrease when the 16th agent signs up. Having said that, annual billing changes the pricing structure to user tiers.
Fortunately, Jira Service Management offers a free-forever plan for three agents that supports as many help requests as needed. It also comes with 2GB of storage space, 100 monthly email notifications, and task automation for one project.
Paid plans support up to 10,000 agents. Plus, Standard subscribers get unlimited email notifications, 250GB of storage space, and audit trails to track project changes.
Jira Service Management’s top-tier plan, Premium, unlocks conference calls, adding another layer to the already existing customer support channels. Meanwhile, big companies can choose an Enterprise plan with extra tools, such as interactive dashboards.
There are many ways to try out the paid plans without taking any risks. In addition to a 30-day money-back guarantee and up to 17% off the monthly price for annual billing, users receive a 7-day free trial if they skip the free plan. However, upgrading free subscriptions to Standard or Premium results in a 14-day or a 30-day free trial, respectively.
Atlassian provides centralized support for all its platforms. For Jira Service Management, the company offers help via email and support tickets. Alternatively, it’s possible to join the company’s active community forum and have questions answered by both the company’s agents and fellow users. Premium subscribers receive 24/7 support for serious issues, such as when the software’s systems are down. Meanwhile, Enterprise users have access to Atlassian’s phone support.
In addition to Atlassian’s direct support, there are several learning resources that are worth checking out first. For example, users can search through detailed FAQs regarding the platform that go from straightforward topics like the basics of service management to more nuanced ones like managing requests.
Another option is to check Jira Service Management’s server status to see if it has suffered an issue lately. Moreover, users can report bugs and suggest updates to the company’s developers.
Jira Service Management is a user-friendly platform designed to streamline the delivery of services. By providing unlimited projects and a plethora of templates, the company takes the hassle out of categorizing and resolving customer issues.
With the ability to turn client requests into tasks and create as many subtasks as needed, helping clients becomes much easier. In fact, it’s also straightforward to prioritize issues by taking advantage of deadlines and dependencies.
The automation tools provided by Jira Service Management take all this one step further. Activities like customers’ comments and messages can trigger follow-up actions and reminders. This way, nothing slips through the cracks, making customer satisfaction go through the roof.
Better yet, there’s a free limited version of Jira Service Management that supports up to three users. Additionally, there’s also the option for users to try the platform’s paid subscriptions for free for up to 30 days.
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