Atlassian Adds Universal Search to JIRA Service Desk

How to Implement a Successful Customer Experience Program

Not all service desk experiences are created equal. In fact, the service desk that an IT organization might create versus the one the rest of the company might prefer to use are radically different. To make the service desk experience more appealing, Atlassian created the JIRA Service Desk, which today has been upgraded to include universal search capabilities and a self-service portal.

Sid Suri, vice president of marketing for JIRA Service Desk at Atlassian, says that as a service desk optimized for a variety of line of business (LOB) environments, JIRA Service Desk is a lot simpler to use and set up inside or outside of the cloud than most other service desks. In addition, Suri says the JIRA Service Desk makes it simpler to set up and share knowledge bases. The new search capabilities, says Suri, are designed to bring all the power of a search engine to the information stored in knowledge bases that are designed to meet the needs of internal employees working in specific business departments.

With the release, Suri says Atlassian is also starting to move away from “nickel and diming” organizations for every single user that accesses the system. For an annual fee of $45,000 per year, organizations that have more than 100 employees can have unfettered access to the system.

Suri notes that many of the service desks that organizations use are little more than slightly customized versions of rigid IT service desks. JIRA Service Desk was designed as a set of applications designed from the ground up to support a wide variety of line of business environments, ranging from IT to legal and human resources. Suri says that in those environments, usage of JIRA tends to be a lot higher than custom service desk applications created by the internal IT organizations.

Of course, a big reason for that may just be that internally created service desk applications might not be all that high on the IT priority list. In such cases, a packaged application like JIRA running inside or outside of the cloud will provide a better experience than any quickly built custom application will ever likely give.