Best practices for implementing Jira Service Desk

[Paige Annunziato]

What We Need Your Help With ✨

Our goal is simple: to implement Jira Service Desk in the most secure, efficient, and effective way possible. We'd love to hear your thoughts on:

1. Security: How can we ensure top-notch security while using Jira Service Desk? Any best practices, tips, or must-do's?

2. Integration: Have you integrated Jira Service Desk with other cybersecurity tools? Any pointers or pitfalls to avoid?

3. User Access: What's the smartest way to manage user access and permissions securely?

4. Incident Response: Any insights on setting up efficient incident response workflows within Jira Service Desk?

5. Any Other Tips: We're open to any other tips you'd like to share!

Thank you for your time. 

[Danut M _StonikByte_ · Accepted solution]

Hi @Paige Annunziato,

At #5, for project monitoring & reporting, I would recommend having a look over our Great Gadgets app. This app offers many gadgets that allow you to build custom dashboards in Jira for tracking essential ISTM/Kanban metrics like SLA, Resolution Time, Cycle Time, Lead Time, Customer Satisfaction, Flow Distribution, Throughput, WIP and many other KPIs. 

Have a look over the articles from our blog to see how many things you can track with this app, especially this one: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management.

I hope this helps. If you have any questions, don't hesitate to contact us at support@stonikbyte.com. 

Danut.

[Paige Annunziato]

Thank you Danut, this information is very helpful.

[Valeriia_Havrylenko_SaaSJet]

Hi @Martin Maida   👋

I suggest you to try Time in Status for Jira Cloud  - one of the best monitoring and reporting tool in Jira. Our add-on has a lot of possibilities for Jira reporting. We have 7 types of status time reports such as Time in Status, Assignee Time, Average Time. All the reports you can display as Pie, Bar or Area Charts.



Also you can get cycle and lead time to uncover bottlenecks and delays

And last, but not least - we have Sprint Performance Report Sprint Performance Report where we have all the metrics for easy reporting.

Add-on has a 30-day free trial version and free up to 10 users. 

Hope it helps 😌
Valeriia

[InsightViz]

For #4 on Incident Response. 

Customer sentiment analysis can significantly enhance incident response for service desks by providing valuable insights into the emotions and opinions of customers. This analysis involves the use of natural language processing to evaluate and understand the sentiment expressed in customer interactions.

Early Detection: One key benefit of sentiment analysis is the early detection of issues. By monitoring customer sentiment, service desks can identify and flag incidents with negative sentiment early on, allowing for proactive resolution. This is especially important in handling negative customers as addressing their concerns promptly can help prevent the escalation of issues and potential bad reviews.

Service desks should prioritize responses based on sentiment, focusing on high-urgency issues with negative sentiment to ensure swift resolution. Personalized responses to negative sentiment, coupled with empathetic communication, can help in defusing tense situations and turning negative experiences into positive ones.

By handling negative customers promptly and effectively, service desks not only improve customer satisfaction but also reduce the likelihood of customers expressing their dissatisfaction through negative reviews or churn. This proactive approach contributes to a positive overall customer experience and enhances the reputation of the service desk. Moreover, continuous monitoring and analysis of sentiment provide valuable feedback for ongoing service improvement, helping service desks refine their processes and maintain a customer-centric approach.

Our app, Happy Desk, provides much of this functionality at no cost - I encourage trying it out.

Link to marketplace listing: https://marketplace.atlassian.com/apps/1231056/happy-desk

Also want to mention that Happy Desk sets itself apart from other comparable analysis apps by prioritizing data security. Unlike some other apps in this space, Happy Desk conducts sentiment analysis on customer support tickets without the need for external service calls (such as OpenAI), ensuring that all data remains securely processed within the Atlassian environment. The app is built on Forge, has no external storage and no permissions to make egress network calls.

Kind Regards,

InsightViz

[Mehmet A _Bloompeak_]

Hi @Paige Annunziato

Welcome to the Atlassian Community!

• For "User Access", you can try Manage Users for Jira Cloud app developed by our team.
  
  With this app, you can periodically check your users' status and rights to make sure that product access is limited to those who still have a valid business purpose and they have access only to what they need.
  You can;
  • List all users, search and sort them by name, active status, last activity time
  • Activate/deactivate users individually or in bulk
  • Grant/remove access individually or in bulk
  • Increase your security and manage your cost more effectively
    
    
• For "Reporting and Monitoring",
  

  • You can try Reports - Charts and Graphs for Jira Dashboard app developed by our team to create various reports, charts and graphs for your Jira projects.

    Here is our live demo dashboard where you can see and modify sample reports and play with them.
    
    Below you can see an article about creating custom reports, charts and graphs in Jira with our app.
    How to Create Custom and Flexible Reports, Charts and Graphs in Jira
    
    If you are looking for a completely free solution, you can try the limited version Reports - Charts and Graphs for Jira Dashboard Free.
    
    

  • You can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.
    
    Here is the online demo link, you can see it in action and try without installing the app.

    If you are interested in cycle time & lead time, you can have a look at the article below.

    Cycle Time and Lead Time in Jira: Productivity Measurement with Two Critical Parameters

    If you are looking for a completely free solution, you can try the limited version Status Time Reports Free.

Hope it helps.

[Gizem Gökçe _OBSS_]

Hello @Paige Annunziato ,

Welcome to Atlassian Community!

If you are using Jira Service Desk, you will definitely need a monitoring and reporting tool. I recommend using a professional reporting tool to improve your performance, identify bottlenecks and report them to senior management.

Timepiece - Time in Status for Jira , developed by my team at OBSS, is the tool I would highly recommend. It is available for both Jira Cloud and Data Center.

Time in Status mainly allows you to see how much time each issue spent on each status or each assignee. 

  

You can combine the time for multiple statuses to get metrics like Issue Age, Cycle Time, Lead Time, Resolution Time etc. 

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend. 

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well. It supports both Company Managed and Team Managed projects for Jira Cloud.

Time in Status reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts.

  

Timepiece - Time in Status for Jira

I hope you have the opportunity to review and use Time in Status.

As a new user of Jira Service Desk, I believe you will benefit from this product.

Kind Regards,

Gizem

[Jens Schumacher - Released_so]

Hi @Paige Annunziato , 

I'm afraid you might not get many responses to the above topics. Each of those points alone is probably too complex to answer in a forum. 

I would suggest to break these out into individual posts and ask more concrete questions.

For example security. That alone is a very broad topic. Are there any specific aspects of security you are worried about? Any specific requirements your company has? 

Or user access. "Smart" depends on your organisation setup and your requirements. Describing those in more detail might help others answer this question. 

Cheers,
Jens