Sharing our best practicies and experiences
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.
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.
Atlassian SDK, jQuery, Web servlets, Active objects, PostgreSQL