Software producers Atlassian scored a big hit with their JIRA Service Desk software on its release back in 2013, and the firm will be hoping for another success story with the launch of the latest instalment in the series, the standalone update JIRA Service Desk 3.
The success of this kind of helpdesk software has led to it rapidly becoming Atlassian’s flagship product category, and expectations are high for the latest incarnation of Service Desk. We took a look at the software to find out what users can look forward to.
One of the first things users will notice about the new JIRA Service Desk is a marked change in its navigation structure. The new software’s navigation is very much project-focused, making it easier for users to access, edit and work on different projects under the Projects tab.
The software’s developers have gone back to the drawing board with the design in an attempt to optimise working practices on the platform. The result is an incredibly agile interface with ease of use as a priority, something that will undoubtedly prove popular with larger organisations looking to roll out the software on a company-wide basis.
But this streamlined approach is not limited to the software’s Projects tab; the entire user experience is far more fluid and intuitive than the ones provided by earlier versions of the software, with users now able to quickly and easily attach files to communications with customers, create and store project templates and enjoy a wider range of default request types.
Notifications have also become smarter, as the more sophisticated system can now decide which notifications are pertinent for users, resulting in alerts that are actually useful rather than simply annoying.
This kind of software lives and dies by its ease of integration. If it cannot operate alongside the current procedures and protocols of your business, it is fundamentally useless, so it is handy that JIRA Service Desk 3 passes this test with aplomb. The intuitive user interfaces mentioned above makes it easy to train new users on the platform, making the third edition of Service Desk quick and easy to implement on a larger scale.
As the software represents quite a leap from version two to version three, the latest instalment of JIRA Service Desk also features a ‘Welcome Guide’ for new administrator accounts. This feature will guide users through the creation of a new project, teaching the user how to configure the project successfully and utilise the software to its full potential.
This leap between instalments leads us to one of Service Desk 3’s negative points; its lack of compatibility with earlier versions. Version 3.0 is a completely standalone piece of software, designed to provide a new set of streamlined and optimised services for users, as opposed to just being an update on previous versions.
Version 3 of the software features an increased number of potential roles for user accounts, so users migrating projects from previous versions of Service Desk may run into difficulties at first. Such incompatibility renders the migration process fiddly and confusing for people not yet fully acquainted with the software, but is easily overcome with practice and training.
Our Atlassian Experts are available for migration issues, training and consulting. At GliNTECH we provide enterprise software services which includes systems integration, value added re-selling and managed services delivery, training and support. We are an Agile company and specialise in associated best of breed practices and software.