JIRA service management and what it solves

Providing feedback for support team is very important for each service business. Using Jira you can solve that in two ways: add all members of support team to your Jira with special role and teach them to use it, use Jira Service Management product. What you can get with Service Management compared to Jira, let’s figure out.

Better communication with support team

You provide special portal for the customer. You can share some specific request to some people without inviting them to all complex JIRA interfaces. You, as agent, can ask additional details in the request, share status and keep in touch person automatically. It’s brilliant. When you handle issue you should add all necessary participants, set responsible person and never back to this issue again. Only if some SLA alert happens of course.

Alerting for developers and PM based on SLA

Why we didn’t have SLA for developers projects I don’t know. Based on SLA we can create good alerting system integrated with Slack and another automatisations. Should be good to have that on regular project — definitely.

Queues

Queue as a list of predefined JQL filters as very nice to use. Why we didn’t have them across all projects — I don’t know, but right now we should use only separately saved filters.

Better reports based on satisfactory factor

Basic workload, satisfaction report, created and resolved requests or even custom report based on JQL.

Additional $20 per developer (they called them agents, but who cares)

Maybe a big enterprise have different teams: one team responsible for bug fixing and technical help and another for “big features” development. But this separation can cause developers’ stagnation. Because we can’t grow developers without real life feedback loop. Incident and service request are the same backlog that must be delivered or resolved for the end customers. When you constantly see repeatable requests there is a chance when you solve them strategically.

Limited functions for planning, so it can’t completely replace the regular Jira projects.

You should pay at least twice for the similar functional, it’s better than once, right?

No integration with another projects development project and teams.

Agents for me are the same developers with the same responsibilities. Who knows why they should be charged separately. Money first approach? Maybe they should be less skilled? But why we have support tickets at all if all code is perfectly wrote by skilled developers? At the same time you can’t seamless transfer task to another project with that senior developers.

Ok, I’ll pay twice, but how to escalate request from agent to developer in separate project?

Conclusion

For me there is a gap in JIRA products line for teams and projects developed by 10-15 people. Jira was always a company for product teams. Almost every feature focused on that. For the service team and their customers Jira looks like over engineered product, that’s way Notion and another similar products will involve new and new users from Jira.

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