First, it's important to remember that change is an evolution. It doesn't just happen overnight. Having realistic goals means it will be more exciting once your team hits them out of the park. After JIRA Service Desk is set up, customers can contact support by either emailing requests (which then become tickets) or through the customer portal. Ideally, all customers would use the customer portal so the right information is given from the start and so their requests can be categorized easily.

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If you rely on email for internal support, chances are valuable time is wasted going back and forth trying to get the right information. Work is assigned inefficiently, leading to slower resolution times and unhappy customers. Plus, you're not able to report on progress to show the value of IT to the rest of the business.

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We often collect feedback and requests from people outside of our team. If they find a bug, need something done, or have a feature request – somehow and some way, they need to reach us. As an Atlassian, I prefer working in JIRA. It’s my favorite place to plan, track, and get things done, however, I find that sending colleagues (who are often non-technical) to JIRA introduces them to an unfamiliar interface they don’t necessarily know how to navigate.

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We hosted a webinar with Alex Stillings from Twitter about how they use JIRA Service Desk. We got a lot of questions right afterward (hundreds of them!) and as hard as we tried to answer each one, we didn't have the ability to answer them all in the limited time we had. We wanted to make sure that everyone still got answers, so after reviewing the questions, we posted the most common ones along with our answers.

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Since we launched JIRA Service Desk, a service desk that teams actually like to use, we've been traveling around the world and talking to customers about what they need in their service desks. We discovered that there are differences in how our customers across the world approach service management. Learn more by reading the infographic below. Like it? Share it with Facebook, Twitter, or Linkedin!

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Going to HDI? JIRA Service Desk will see you there. You'll find us in the expo hall and we're right in front so don't worry, you can't miss us. Be sure to check out our speaking engagements: Vistaprint Rolls Out JIRA Service Desk in Record Time and Service Outside of IT. We'll also be hosting theater demos in our booth during expo hall hours. See a live demo of JIRA Service Desk from the product team, ask questions, and win prizes. We'll be giving away shirts, swag, and other fun things at our booth, so be sure to stop by!

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