What is a strong support team?
A single point
Incidents, changes, reports, feature requests, and… you name it
DevOps best practices make customer requests become features and fixes
Focusing on value
The support team ensures resolution for every incident and problem
With service catalogue and robust SLAs based on customer expectations
Why Jira Service Desk?
Powered by 1,000
apps and plugins
apps and plugins
Polontech covers every step to the new
Features, hosting, licenses
We carefully select options and optimize every part of it to offer best prices.
Introducing change management
We create a strategy to smoothly implement every product, app, and configuration depending on your business environment.
Increasing team productivity
We introduce ITIL/ITSM frameworks to organize custom workflows subject to your business.
Advising on add-ons
We evaluate your current software and processes to recommend additional apps that will bring you most benefits.
Managing users and teams
We consult on best practices for user management – automation and network accesses
Introducing Service Level Agreements
We create service catalog and set up service SLAs to adhere to new standards of strong tech support.
We organize and backup the existing data – it will seamlessly appear in your new service desk.
Configuring a server
We update environment, aptitudes, and repositories; install Java, reverse proxy, and database; configure proxy, SSL, Java environment, and much more to prepare it for Jira.
Installing Jira Service Desk
We create tailored complex infrastructure and change management systems based on Jira and the selected additional apps. On your server or in the cloud.
Testing the infrastructure
We check memory usage by Java, proxy and Internet access, HTTPS and reverse proxy. Then assess the integration with the existing ecosystem.
We configure user directories and authorization mechanisms. Then we set up users, groups, project roles and implement change restrictions depending on the roles.
Adjusting to your organization
We configure personalized request types, workflows, screens, notifications, and fields for customer requests.
Setting up reports
We help you visualize team performance in terms of workload and customer satisfaction. And extend reports by tracking specific team goals, like SLAs met, time to resolution, and a dozen more parameters.
We meet the teams to introduce how new software is organized making them work smarter and get the most of Jira Service Desk.
We train users and admins Service Desk experts – on-site and online, in groups and individually. You will learn how to efficiently handle incidents and resolve them, fix the problems and change requests submitted to your team.
Together we dive deep into Jira Service Desk’s capabilities and apply the knowledge specific to your business.
Working with your customers
We organize change management for your clients to faster adopt the new communication portal and customer support tools.
We support Atlassian products from easy to complex fixes, upgrades to rollouts, and licenses to breakdowns.
We follow up your service desk performance and change management initiatives to fix issues or bugs before they become a problem.
We study input data to make the scope of a problem, type of support, time frame, and resolvement costs transparent for both parties.
We check data security compliance to address breaches. Then review add-ons, plugins, logs, licenses, and interview active service desk users for feedback.
Interactions with Atlassian
As an Atlassian partner, we directly communicate with them on your behalf, negotiate with license providers, and follow Atlassian security updates to keep you protected.
Polontech license management specialists will keep you posted on alterations in Jira licensing policy.
Get a free 30-minutes consultation
We cover every aspect of team and project management. Let’s
discuss what is best for you.
Get the custom ITIL solution you were looking for
We can automate and optimize every business process – let’s discuss your case.
What you get in the end?
Prioritization of requests based on the big picture
More feedback from customers. When addressed, boosts satisfaction and speeds development.
Service management adapted to your team’s workflow.
Support data ready to become a development roadmap.
Customer requests never lost and perfectly traceable.
Less incidents and shorter time to resolution.
Join the ITIL\ITSM integrations
We got an automated reliable Service Desk process with the ability to serve a large number of customers. It has a powerful report system to control efficiency of the team. In addition, the process is fully automated and has a very good base for ongoing development and scaling.Point Solutions, Switzerland
We significantly improved our productivity and customer services, reached the order accuracy and cut our inventory related mistakes by integrating our Ecommerce platform with JIRA Warehouse AutoMate Plugin. It took less than a week to automate our warehouse and became a competitive advantage of our business.HM RAWAT Group
We were very happy with the team’s work and we will not hesitate to recommend Polontech in the future. Our organization continues to use Confluence widely in other projects and it is good to know where we can go when we need someone to help us.SIL GTIS
We cannot thank Polontech team enough for the service they’ve provided for us for a long time. It has been a pleasure working with them. Their services helped us grow and become much more efficient. We hope there will be a chance to work together in the future.The Go To Group Inc