What is HelpDesk and How it Works?
What is HelpDesk for JIRA?
HelpDesk for JIRA is a tool to build a Customer Support system based on JIRA.
Do you have a lot of customers and a few JIRA licenses? Leave JIRA licenses to issue assignees only, not for reporters.
HelpDesk for JIRA allows customers to create, view and comment tasks, attach files without JIRA license. HelpDesk users are JIRA users too, but not licensed.
How it works exactly?
To make this way of work possible you need just one free JIRA license for so-called HelpDesk SuperUser. Each time when HelpDesk user creates an issue (via mail or via the portal), HelpDesk SuperUser takes one JIRA license and then releases it. HelpDesk needs one license just for the moment of creating an issue (writing new raw in the database). HelpDesk doesn't require a license for filling in new issues fields, for viewing or commenting issues.
More Available Features
When you install HelpDesk for JIRA you get the bunch of features including:
HelpDesk mail handler
Unlike built-in JIRA mail handler, HelpDesk mail handler doesn't place a new JIRA user to jira-core-users or jira-software-users groups.
A new user will be included in the special group for the customers that is able to work with the ira issues indirectly – through the emails and/or using the Customer Portal and My Issues sections.
HelpDesk Customer Portal
Separate custom interface to JIRA database, which include:
- View JIRA issue interface (largely repeats native JIRA view issue interface);
- Create a new issue interface;
- Issue lists interface. Issues may be separated by tabs. It could be not only issues reported by current user, but it's always issues which current user have permissions on;
- HelpDesk user sign-up/sign-in interfaces;
- HelpDesk users profile interface.
Via HelpDesk Customer Portal users may create and watch tasks, write comments, make attachments. They work directly with JIRA database, but with HelpDesk interfaces.
Note that the HelpDesk app provides only one Customer Portal unlike Jira Service Desk.
Ability to manage SLAs and OLAs
Existing Solutions
There are several solutions on the Markeplace related to SLA management and no particular solutions now for OLA management. In some cases, you can adapt the SLA functionality to track OLA, but it may be inconvenient for a user to use as well as for the administrator to set up.
Our solution is HelpDesk for Jira app feature that allows you to set up and manage SLA and OLA easily.
Canned Responses
Create, share and use the canned responses to ease the routine of frequently asked question answering.