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.

Their Requirements 

  • 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.