Jira Service Desk as a simple administration solution with minimal overhead

With increasing incoming orders, more processes and ever greater networking, the administrative effort, which does not directly contribute to customer benefits, also automatically increases. Jira Service Desk can simply help you easily manage and centralize various types of inquiries and related communication. In the following lines, based on the non-profit project "We continue learning" by our employee Tobias Schär, we show what benefits such a simple tool can bring.

Ticketing instead of mailboxes and mailboxes

Due to COVID-19, there has currently been an increased need for hardware for home schooling. Many families cannot afford to equip their children with personal computers. "We keep learning" aims to give old hardware a further life cycle. Old laptops are received, then prepared and then given away to people in need of help. Behind each of these steps are forms, review processes and decisions, which could actually also be dealt with by email. Since Tobias started the project alone, he was aware from the start that he had to keep administrative costs to a minimum. For this purpose, he has received an instance of Jira Service Desk from us, linkyard AG, with which he can easily collect all necessary information and no longer even have to use his normal email inbox. In detail, it works like this:

About the project website we-learn-continue.ch Donors, as well as those seeking help, reach the appropriate service desk in one step. From there, click on one of the three buttons. Behind this is a form which collects the most important information about the respective issue. After filling out the form, a user account is automatically created based on the email address and linked to the request. There is therefore no need for a special registration process that impairs usability and entices people to jump out of the process. For this special configuration, the plugin "LoginFree for Jira Service Desk", which makes this possible.

In the case of WLW, there are requests for donations and help, as well as general inquiries. There is also a ticket type for managing the devices, which can only be generated by the WLW team. All of these ticket types have an underlying processing process. Let's take a look at this using a help request as an example:

The square boxes each represent a status and the arrows show from where to where a status can be changed. Even though this looks very confusing at first glance, there is more system behind it than you think. For example, you must be able to distinguish whether a laptop should be sent by post or picked up. If delivery by post is planned, shipping costs must be paid in advance before a request for help is accepted. The corresponding information, such as "Mailing: yes/no", can be displayed during a status change or on the ticket overview. Paired with appropriate filters, it is therefore easy to assemble reporting components that provide the most important information quickly and easily; for example, how many laptops still need to be sent by post.

Filters and dashboards - everything in Jira Service Desk

The above reporting options can be used in Jira Service Desk with the system dashboard. A simple visual structure allows new inquiries to be seen at a glance and current requests for donations and help to be easily identified.

For the use cases of "We keep learning", Jira Service Desk is a simple and lean solution that also scales. This would not be possible with conventional mailbox management.

Within a few hours of work, the system was configured so that it could be used productively. The example shows how quickly and easily various processes in a business model can be better supported electronically and can offer added value for providers and customers. Would you also like to explore the possibilities of Jira Service Desk? Contact us for your free 30-day trial environment.

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About the author

Tobias Schär is a business consultant at linkyard. Although he has only been on board with us since March, he can actively contribute his strengths in business analysis and customer support. With his project "We continue learning", in addition to his employment and his part-time studies at the Lucerne University of Applied Sciences and Arts, he is making an important contribution to digitization in Switzerland - laptop by laptop.