Rethinking the service experience in Jira Service Desk Cloud
These days we expect business software to provide the same outstanding experiences as the apps we use every day. IT teams are driving organizational shifts to this modern software, all the while delivering first-class service.
We know that’s a lot to ask. At Atlassian, we’re committed to empowering modern IT teams to meet (and even exceed!) these expectations. We’re excited to share new features in Jira Service Desk Cloud which will help your team deliver better service and provide greater visibility into what’s happening across your organization. Let’s break it down.
Drive simple self-service with the new help center
The help center is often the first line of interaction a customer or employee may have with your team and it can make or break their service experience. With the help of feedback from hundreds of customers, the Jira Service Desk team has redesigned the help center to encourage effortless self-service. Customers can get answers quickly and agents can get the information they need to work more efficiently.
Knowledge is now front and center, giving your customers the ability to browse through relevant knowledge base articles and find answers on their own. By putting articles on the home page in the help portal, teams can encourage self-service while deflecting tickets for their agents.
And if a customer does need to request help, customers can easily distinguish between service desks. It’s convenient for customers to choose the service desk that fits their needs from easy-to-read cards on the help center home page.
We’ve also made the search bar accessible from every page, so customers have a clear call to action if they’re not sure where to start.