Case Page

Сreating Help Desk Platform for Smart Parts UK

Home    —    Cases    —    Сreating Help Desk Platform for Smart Parts UK
Aleks Yenin
Posted by Aleks Yenin
October 31, 2016

Challenge

Creating a simple ITIL-based solution for Service Desk automation that could help a limited number of agents process customer issues and react immediately with an adequate response with the aim to deliver outstanding customers support service.

Solution

We started with ITIL consulting, analyzing and improving help desk processes. Then we created a simple analog of Atlassian JIRA SD. The Help Desk Automation system processes email requests from customers (front-office) and creates tickets for Help desk specialists which use web interface are able to conduct further communication with the clients. Our solution is also Integrated with JIRA and Zendesk which expand the capabilities of the solution to a great extent. It provides reports navigator to analyze team performance and tendencies in customers needs.

Technologies Used

Atlassian SDK, jQuery, Web servlets, Active objects, PostgreSQL

Other services by Polontech

Services
Atlassian Migration Service-img-1

Atlassian migration

To Server. To Cloud. To Data Center. Server to Server. Cloud to Cloud. To Atlassian.
go to page
Services
Atlassian Products Configuration Service-img-1

Atlassian configuration

Jira Software. Confluence. Jira Service Desk. Atlassian addons. Custom scripting.
go to page
Services
Agile Training-img-1

Training

Fast start. Agile. ITSM. Atlassian.
go to page
Services
Atlassian Support Service-img-1

Support

Technical support 24/7. Health check. Upgrade. Data protection. Managed Services.
go to page
Services
Atlassian Installation Service-img-1

Installation

Choosing Atlassian products. Atlassian product at your service. Installing Atlassian in the cloud or server...
go to page
Services
Agile Consulting Service-img-1

Consulting

Audit. Jira Add-ons. Agile. ITIL/ITSM. User management. Team collaboration. Asset management...
go to page
Services
Cloud Migration Service-img-1

Hosting

Migration to Atlassian Cloud. Private cloud. Public cloud.
go to page
Services
Agile Portfolio Management Service-img-1

Portfolio management

Audit. Design. Launch. Support.
go to page
Services
Atlassian Products Licensing Services-img-1

Licensing

Buying. Renewal. Managed licenses.
go to page
Services
CI/CD Devops-img-1

CI/CD + DevOps

DevOps strategy. Commit. Build. Test. Deploy.
go to page

Use form to contact us