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A HIGH-POWERED HELP DESK BUILT FOR GROWING TEAMS

Small growing teams are able to stay lean and move at high velocity without the
high cost by ditching email, spreadsheets, and reminders, and switching to Jira
Service Management’s ticketing solution.

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Join a demo


EASE THE CHAOS WITH TICKET MANAGEMENT

Ditch spreadsheets and emails and gain control over incoming requests. With a
service desk requests can be prioritized, routed, and assigned based on your
unique workflows. Nothing falls through the cracks, resolutions are faster, and
you and your customers are more productive.

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SAVE TIME WITH LOW/NO CODE CONFIGURATIONS

Get started fast with templates and automations for all kinds of teams. Making
spinning up service desks to fit any team’s unique requirements a breeze. Teams
can even customize forms to collect the information they need without the back
and forth and set up workflows with a drag-and-drop editor.

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MAKE IT EASY TO GET HELP AND PROVIDE SUPPORT

Take your assistance to the next level by extending beyond email or portal
support and instead, offer help from the applications that your users are
currently communicating in - like Slack or Microsoft Teams. Provide support
agents one central location to manage and respond to all those requests.

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REPORT AND TRACK WITH ROBUST DATA

Don’t be in the dark when it comes to data. Monitor performance at the team and
individual level with automated feedback surveys and comprehensive reports to
identify bottlenecks, track customer satisfaction, and raise service standards.

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THE FEATURES YOU NEED TO KICKSTART YOUR SERVICE MANAGEMENT

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CHAT SUPPORT

Provide support where the conversation starts, in your in Slack or Microsoft
Teams chat platform.


400+ FORMS AND TEMPLATES

Use pre-designed no-code forms and templates to start providing service faster.
Customize as much or as little as you like to fit your team’s needs.


AUTOMATED WORKFLOWS

Let automation do the work for you by auto-replying with canned responses or
auto-assigning issues to streamline processes.


KNOWLEDGE MANAGEMENT

Enable self-service, deflect more requests, and manage knowledge articles - all
while fostering team collaboration.


DELIVER ON SLAS

Get the important things done first with prioritized queues. Configure, click,
and get going in minutes.


SCALABLE PLATFORM

Get started on the right-sized solution for your team, and renew or upgrade
easily as your team grows.


LEARN ABOUT FORRESTER’S “THREE TRENDS TRANSFORMING THE SERVICE DESK”

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MULTI-CHANNEL SUPPORT


CAPTURE REQUESTS FROM YOUR CHAT TOOLS

Support happens in real-time between a support professional and a user on chat
platforms like Slack or Teams, in email, or via the portal. Make getting help
easier with fast, human, and easy-to-submit requests for your customers.

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AUTOMATION


AUTOMATIONS FOR JIRA SERVICE MANAGEMENT

Streamline processes and workflows with a few clicks using no-code automation.
By automating your processes and workflows, you remove the need for you and your
team to perform manual, repetitive tasks – and you can focus on the work that
matters.

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OVER 45,000 COMPANIES COUNT ON JIRA SERVICE MANAGEMENT


"JIRA SERVICE MANAGEMENT HAS GIVEN US A BETTER APPROACH TO ITSM BY ENABLING OUR
ENGINEERING AND OPERATIONS TEAMS ON THE SAME PLATFORM AND GIVEN US ROBUST ASSET
MANAGEMENT AND INTEGRATION CAPABILITIES. RUNNING JIRA SERVICE MANAGEMENT ON THE
ATLASSIAN CLOUD WILL HELP US MEET OUR FULL ITSM POTENTIAL."

SUSIE HANDLONG, IT MANAGER II AT ZOCDOC


"WE ARE NOW CAPTURING REQUESTS FROM THE BUSINESS IN A MUCH MORE CONSISTENT
MANNER THROUGH THE CUSTOMER PORTAL. WE’VE MANAGED TO REDUCE THE VOLUME OF EMAILS
FOR REQUESTS AND INCIDENTS BY OVER 95% IN THE NINE MONTHS SINCE WE LAUNCHED."

DEREK SUTTON, DIRECTOR OF INFRASTRUCTURE AND ENTERPRISE ARCHITECTURE AT SICKKIDS
FOUNDATION


"THESE TOOLS IMPROVE SERVICE BECAUSE WE CAN ADDRESS ISSUES IMMEDIATELY. THEY
ALSO GIVE US BETTER METRICS TO TELL HOW MANY ISSUES WE’RE HAVING AND UNDERSTAND
WHETHER THEY’RE A MALFUNCTION OR IF A SPECIFIC USER NEEDS EXTRA TRAINING AND
SUPPORT. WE CAN’T DO WITHOUT THAT"

MATT DELL, DEVOPS ENGINEER AT YALE SCHOOL OF MANAGEMENT

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“WE SAW A 57% IMPROVEMENT FROM LAST MONTH IN A METRIC WE CALL MTTA OR ‘MEAN TIME
TO ACKNOWLEDGE’ – HOW LONG IT TAKES A DEVELOPER OR A DELIVERY TEAM TO PICK UP A
TICKET AND RESPOND TO IT,” SAYS GARCIA. “THAT’S IMPROVED TO 85% THIS MONTH. WE
PUT THAT DOWN TO THE FACT THAT JIRA SERVICE MANAGEMENT IS SUCH A SIMPLE TOOL TO
USE THAT OUR TEAMS ARE ADOPTING THESE PROCESSES SO QUICKLY.”

DANNI GARCIA, TECHNOLOGY ENABLEMENT PRODUCT OWNER, BELONG

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LEARN WHY OUR AWARD-WINNING SOFTWARE IS TRUSTED BY SO MANY

Atlassian is a Leader in the 2022 Gartner® Magic Quadrant™ for IT Service
Management Platforms.

Learn about The Total Economic Impact™ of Atlassian Jira Service Management.

See how Jira Service Management scores on Gartner Peer Insights.


DELIVER EXCELLENT SERVICE AS YOUR TEAM SCALES

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accelerate the flow of work.

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