Helpdesk using JIRA
Cequens build a world of smarter communication to engage people and transform lives. As a cloud communication platform provider that specializes in omni-channel messaging, we facilitate the embedding of voice, messaging, and video into software for next-generation cloud communications.
- Need a service desk system for different types of customer who interact with different teams
- SLA should be defined for each request types
- Each Team that interacts will the customer should have their own workflow
- Tickets in Service Desk should be opened via various means like customer Portal, SMS, Phone and email.
- Knowledge Management Module should be integrated with Jira Service Desk.
Solutions provided using Jira
Virturer provided the below solution to make things simpler for Cequens
- Created Teams using Administration facility in Jira
- Configured projects based on teams
- Configured permissions , notification schemes etc
- Configured a clear and intuitive customer portal
- Configured Advanced SLAs to meet customer commitments
- Configured Mail Handlers in Jira for email support to create issues across teams
- Integrated Jira and Confluence to leverage knowledge management benefits.