We now have an excellent helpdesk ticketing system with follow-up and escalation.
What is our primary use case?
It possesses excellent customization and serves the basic requirements: multi-project, products, customers and multi-level of users.
How has it helped my organization?
- We now have an excellent helpdesk ticketing system with follow-up and escalation.
- We used to have add-ons for remote support but it's not working, and it does not have powerful CMDB to help in building our KB and self-service for our clients.
What is most valuable?
Ticket management: We have our custom-defined ticketing number for each customer/product which helps in identifying the issue from the ticket number.
What needs improvement?
- It should be able to open a channel with a customer through chat or remote desktop.
- It should be able to define my KB articles and link it with a self-service ticket.
For how long have I used the solution?
More than five years.
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
Last updated: Oct 23 2018
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