It often happens when a small or middle software development company has small set of products, small team and a big amount of customers. Even when a customer needs the support service 2 times per year – you have to add him into JIRA users that counted for JIRA license and Service Desk license. Imagine that you have JIRA Agile and set of other payable plugins – and even adding 100-200 customers to the system will cost you huge amount of money for a small company (6-12 human months). So there was an enthusiasm especially when Service Desk just arrived on market – as it looked like primary support system – but after there was strong feeling that it was just SLA plugin + set of fine boards that could be replaced with default JIRA possibilities.
But right now Jira Service Desk reraises as a phoenix and starts to be strong competitor to the other customer support system especially for the people who have JIRA as a project management system already. To be more specific – we have 4 clients who asked us to review current support system and analyse costs of migration to the combination of JIRA + Service Desk add-on. So that is an absolutely proper way to extend business from the one side and help existing users to solve their problems for the other.
We are happy to see that Atlassian listens and hears customers’ needs!