Improve your customer’s journey through Jira Service Desk

Improve yourcustomer’sjourney throughJira Service Desk

deviniti.com/houston

Devinitiis an IT company based in Wroclaw, Poland.

Established in 2004, we continuously develop our business and build expertise to provide state of the art software services.

More than 5000 companies in 103 countries have trusted our resolutions and implemented them successfully for ~5 million end users.

We became an Atlassian Solution Partner of Platinum and Enterprise status, as well as a Platinum Marketplace Partner in the Ecosystem.

About Deviniti

deviniti.com/houston ― 1

We like to compare our Jira Service Desk apps to Venus. Just like Venus

is sometimes referred to as the Earth’s twin, Jira Service Desk is called

a twin of Jira Software. The size, mass, and composition of both planets

are very similar, so is the importance of our apps for both Atlassian

products.

Venus is the hottest planet in our solar system, and the heat is often on at

the helpdesk. In many cultures, this planet symbolizes femininity which

brings to mind warmth, care, and support. Our apps for Jira Service Desk

help you care about your customers and make their support journey

more pleasant.

http://deviniti.com/houston

https://marketplace.atlassian.com/apps/1220300/theme-extension-for-jira-service-desk?hosting=server&tab=overview

https://marketplace.atlassian.com/apps/1213697/actions-for-jira-service-desk?hosting=server&tab=overview

https://marketplace.atlassian.com/apps/1216386/queues-for-jira-service-desk?hosting=server&tab=overview

https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-desk?hosting=server&tab=overview

https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-service-desk?hosting=server&tab=overview


2 ― deviniti.com/houston

Our experience in ITSM consists of implementing:

• IT service desks,

• ITIL processes for managing incidents, changes, access, etc.,

• asset management,

• configuration management databases,

• knowledge bases,

• self-service processes for external and internal customers,

• approval processes.

We also implement service desks for departments offering strictly business-related

services, e.g., human resources, accounting, legal, compliance, finance, collections, etc.

Consulting

At Deviniti, we have lots of experience in implementing complex IT solutions in organ-

izations of various sizes and industries.

Custom development

We have been customizing and

extending Atlassian products for

more than 10 years to implement

your bespoke requirements that are

not met by Atlassian off-the-shelf

solutions.

License Management

We will optimize your license costs con-

sidering the expiring period of support,

synchronization of expiration dates of all

your licenses and support you with

budget planning.

Services



ITIL-compliant implementation

Our numerous ITSM implementations have enabled us to identify ITSM patterns.

These allowed us to create a standardized, complete, ready-to-go ITSM solution

based on a composition of Atlassian tools spiced up with Atlassian Marketplace

Apps. If you prefer out-of-the-box implementations over customized ones, and

you would like to rely on our ITSM experience, then check out the preconfigured

Deviniti ITSM Solution.

Asset Management

Deviniti supports organizations to manage all sorts of assets. Examples

include. Hardware and Software - servers, computers, phones, routers, etc.

as well as hundreds of installed software programs that could be scanned

automatically, CRM - customers, individual contacts, agreements, opportunities,

HR - employees, contracts, on-boarding, off-boarding, leave, access rights, etc.

Training

Our experience enables us to share

knowledge to Atlassian software

users and administrators - online and

offline, worldwide including onsite in

your company.

Software Development Life Cycle

Deviniti helps companies to implement and run the Software Development

Life Cycle (SDLC) to meet their requirements and needs.

Support

Deviniti provides support service

that will help you with all your needs,

questions or doubts. This will ensure

that you and your team to keep the

highest level of work efficiency.



Help CenterOn the Help Center, your clients

can see all the Customer Portals

which they have permission to

send requests to. Each Customer

Portal is dedicated to a separate

Service Desk project.

Request Form This screen opens after choosing

a request type on the Customer

Portal. There your customers fill

out the information and send

it over to the support team.

Customer’s journey

To better our customers’ journey through Jira

Service Desk, we need to understand what they

have to deal with.



My RequestsThe last screen is a list

of all requests raised by the

customers or their Organization.

Request Details ViewAfter raising a request, your

clients are directed to this

view. There they see all the

information they provided

on the previous step.

Agents ViewOn the agent’s view, the support

team groups, sorts and prioritizes

the requests they are working on.



Create a Customer Portal out of this world

Theme Extension for Jira Service Desk extends the default look and feel customization

options of Jira Service Desk and allows you to craft a one-of-a-kind support experience

for your customers. Design a user interface for the Help Center, Customer Portals, and

other screens that best reflects your brand style. Make the navigation more intuitive

by organizing Jira Service Desk into custom categories and adding description texts

to the Portals on the Help Center. Compatible with Confluence and other apps by

Deviniti.

Theme Extensionfor Jira Service Desk

• Make your Customer Portal consistent with your brand• Increase customer satisfaction with the support process• Easily achievable design unavailable out of the box

• Simple initial configuration• Organize massive Service

Desks in a transparent way• Close to 0 additional effort

afterward

• Make it easier to find whatever is needed

• Enhance the self-service capabilities of the software

ReviewAs usual, BRILLIANT :)



Theme Extension for Jira Service Desk

Categorization

Make it easier to find whatever is needed

The app broadens the configurational possibilities of the Help Center

screen. Create custom categories from Customer Portals, request types

groups, single requests, and external links. To use this feature, ask your

admin to turn on the app for the Help Center in the global configuration.

Without... ... & with Theme Extension

All

New Cars

(Service Desk)

Used Cars

(Service Desk)

Company Cars

(Service Desk)

Company Car

Equipment

(Service Desk)

Company Car Coverage

(Service Desk)

Loyalty Program

(Service Desk)

Accessories

(Service Desk)

New Parts

(Service Desk)

Used Parts

(Service Desk)

Cars

N礀�w Cars

(S礀�rvic礀� D礀�sk)

Us礀�d Cars


Book a Consultation

(R礀�qu礀�st Typ礀�)

L礀�asing

(R礀�qu礀�st Typ礀� Froup)

End-of-Y礀�ar Sale

(Link)

Company Cars

Company Cars


R礀�qu礀�st a Company Car


Company Car

Equipm礀�nÙ


Company Car Cov礀�rag礀�


R礀�port a Compan�

Car sssue


Loyalty �rogram

Loyalty �rogram


B礀�com礀� a M礀�mb礀�r


Account Manag礀�m礀�nt


R礀�port a LosÙ

M礀�mb礀�r Card


Loyalty �rogram

Sp礀�cial Off礀�rs

(Link)

Equipm礀�nt

Acc礀�ssori礀�s


N礀�w �arts


Us礀�d �arts


Tir礀�s

(R礀�qu礀�sÙ

Typ礀� Froup)

Ord礀�r a

R礀�plac礀�m礀�nt K礀��


Jira Admins All users Clients Employees




Theme 1: Cards

Support experience in the full color

The Cards theme will excite your customers most if your company boasts an

outstanding brand style. Select one of 6 available card styles, customize the

Portal elements you need to, and add custom graphics or animations to both

the background and the cards. Also, include custom cards with HTML code

containing announcements, release notes, or links to external resources.


How can we help you?

Search for help and services

Expedition Planning

Center

Service ÒesÌ Êith everythinÔ

you need to set out and explore

What to Do When

Captured by Aliens

PDF for download with safety

precautions by the Space

Agency

Necessary tools and equipments

requests

Gear requisition

Better safe than sorry

Report a Green

HuDanoid

Expedition Cost Center

Accounting, supplies, and

insurance Service Desk

Website for booking spacecrafts,

refreshed automatically

Spacecraft Availability

Calendar

Requests 10

All Popular Expeditions Training Gear Spacecrafts and shuttles Other

Jira Service Desk and DevinitiPowered by




Minimal clear and transparent

The List theme is the ultimate choice for enterprises that have large Service

Desks with lots of Customer Portals and request types. It helps display more of

them on one screen with great readability, requiring little to no configuration

effort. Just upload your company’s logo and choose a base color - the app will

do the rest. Then add announcement banners with custom graphics to inform

your users about important issues.


Theme 2: List




Extensionfor Jira Service Desk

• Increase customer satisfaction with the support process

• Show your business as one that cares for customers’ time and provides them with high-quality support

• Customization meeting everyone’s needs• More control of the information available to the

customers and employees• Less manual work

• Enable quick and accurate request submission• Give users valuable insight into what’s going on

with their requests• Enhance the self-service capabilities of the software

The most wanted feature bundlefor your Customer Portal

Extension for Jira Service Desk provides a bundle of features that focus on flexible customization of Jira Service Desk to take customer experience to the next level.

ReviewThis has been my go-to add-on for any Service Desk implementation.

Our users love the added benefit of customizing their forms dynamically, and

performing actions within their Customer Portal. Thanks Deviniti for this app!

Keep up the awesome work.



Extension for Jira Service Desk

Request FormTake full control over the form:

• Bundled custom fields• Dynamic fields’ display• Hide “None” option• Visibility: fields, options• Links on the header bar

Request Details ViewShow more information:

• Assignee on the requests with specific statuses

• Panel with attachments• Dates of request creation, last

update, and resolution• Issues linked to the request• SLA count

Help Center & Customer Portals Make life easy for your customers:

• Visibility: customer portals, request types• Links on the header bar• Split request types into two columns




Advanced permissions

Show only relevant requests to your customers

The app gives us more flexibility in managing permissions. We can

define which user groups have access to the Customer Portal, and

determine for which user groups a certain request type is visible.


Group: astronauts

Expeditions

Training

Gear

Spacecrafts

and shuttles

Other

Enter for clearance

Go through the last stage vefore

the expedition.

Request new equipment.

Order equipment

Without qualification exams, you can't

join the expedition. Sign up now.

Sign up for qualification exams

If you need new gear, make sure

to notify us.

Order gear

Declare your interest in upcoming

expeditions.

Enter your nomination

Group: management

Expeditions

Training

Gear

Spacecrafts

and shuttles

Other

Introduce an expedition

If you prepared a plan of future

expedition, introduce it to the

committee.

In case a planned expedition

wasn't approved, let us know.

Cancel expedition

Schedule training sessions for the

upcoming expeditions or new recruits.

Plan training

Add astronauts to our company.

Register astronauts

ReNuest new eNuipment.

Order eNuipment

If you need new gear, make sure to

notify us.

Order gear




External links

Display external documentation and content

Add links to external resources to the Customer Portal and present

them on the header bar. Define if the links will be displayed globally,

in each Service Desk project, or in the current project by choosing the

link scope.


History of space

exploration

Must-have in space Knowledge base Requests

Brief history

Short documentary

Wikipedia

Britannica

41




Visibility

More flexibility in managing permissions

Make the request form more easy on the eye by restricting visibility

of fields or options to particular Jira user groups.


Group: astronauts

What equipment do you want to order?

What type o2 sa2ety tethers do you need?

Momentum exchange tethers

Shyhook

Electrodynamics

Formation flying

Universal orbital support system

Pistol-grip tool

Safety tethers

Other

Pistol-grip toolt

Create

Cancel

Pistol-grip tool

Robot crane

Trace gas analyzer

Safety tethers

Other

Group: management

What equipment do you want to order?

What type oX TaXety tetherT do you need?

Pistol-grip toole

Momentum exchange tethers

Shyhoo�

Electrodynamics

Formation flying

Universal orbital support system

Create

Cancel




Target of expedition

Radio buttons

Option

Related filed

The Solar System

The Solar System Expedition to

Conducted by

Asteroids and Comets

Asteroids and Comets expedition to

Conducted by

Tar}et location

Deep Space

Asteroids and Comets expedition to

Conducted by

Dynamic Forms

Show up fields depending on the previous selection

Define which options from such custom fields as Radio Buttons, Single

Selects, and Checkboxes display other fields with additional questions.

Also, decide which fields are required.


The Solar System

Asteroids and Comets

Deep Space


The Solar System expedition to

Please fill out the form below to register a space expedition.

Name of expedition

The Sun

Mercury

Venus

The Moon

Mars

Jupiter

Saturn

Uranus

Neptune

Other

Introduce an expedition

Space 7elp Center - (xpeditions

Mars expedition BG<G

Create

Cancel




Bundled Fields

Multiple pieces of information in a single custom field

Add a section with multiple fields to the request form and compress it into one

custom field. This way the query your agent receives isn’t overloaded with fields,

because the Bundled Field is displayed as one field on the view. You can use the

following types of custom fields: Text (single and multi-line), Selects (single choice),

Checkboxes, Date Pickers, Time Pickers, Date Time Pickers, and User Pickers (single

user).


Edit Assign More Start Progress Done Admin

Tools for new Mission’s Budget Analysts Team

New Employees / NE-3

Comment

Details

Description

Type:

Priority:

Labels:

Tools for new team:

Task

High

Status:

Resolution:

(View Workflow)

Unresolved

Equipment

TO DO

Name

Evelyn Moon

Jason Fening

Eva Bill

Other office supplies

laptop cooling pad,

footrest

laptop cooling pad,

document tray

small

locker

Small electronic devices

headphones, keyboard,

mouse

headphones

headphones

Software

MS Office, Mission

Operations 4.0, Mission

Budget Management 2.8

MS Office, Mission



MS Office, Mission



New team’s manager: Iris Shang.

Team’s location: Mission Operations Dept., room 20, 4th floor, building C

Laptop

MacBook Pro 15

MacBook Pro 14

MacBook Pro 15




Mars expedition 2030

Help Center / SPACE / SP-2

open

latest

open

DONE

Shared with

SLAs

Attachments

Dates

Issue links

Relates to

Download All

List of astronauts.pdf

Venus Ceres

Rene Hopkins

Creator

Assignee

23 minutes ago

23 minutes ago

23 minutes ago

Created

3:00

7:58

within 4h

Time to first response

within 8h

Time to resolution

Updated

23 minutes ago

1 minute ago

31 kb

List of evuipment.pdf

23 minutes ago 45 kb

Launch check list.pdf

Equipment for Mars expedition 2030SP-4

23 minutes ago 122 kb

Launch check list.pdf (122 kb)

List of evuipment.pdf (�� kb)

List of astronauts.pdf (¥1 kb)

Share

Export

Clerance for Mars expedition 2030SP-3

Comment on this request...

Activity

Venus Ceres

Details


The Solar System

The Solar System expedition to

Mars

Conducted by

Human spacefight

# of astronauts

5

Type of spaceship

Shuttle

Launch

12/Mar/30

Expedition timescale

250 days

Andy Sullivan 12.07.1975 300 E Street

Southwest, Suite

5R30, Washington,

DC 20546, United

States

Jason Fening 10.09.1968 1330 Maryland

Avenue, SW,

Washington DC,

DC 20024-2100

Astronauts

Name Surname Date of birth Address

Display additional information

Detailed request information

Give your customers more information about their requests by

displaying the assignee, attachments, issue dates, SLAs, and issue links

on the request detail view.





My Requests Extensionfor Jira Service Desk

• Give both your customers and administrators the possibility to customize the request list

• Benefit directly from customizing the Approvals screen

• Easy 3-step configuration of the app• Have full control over the request data available to the

customers

• Provide access to more information about the customers’ requests and the managers’ approvals

• Allow saving the search configuration as filters and share them if needed

• Enable the possibility to export the request list for reporting purposes

Enable easier access to theinformation and secure sensitive data

My Requests Extension for Jira Service Desk gives users control over their

requests and approvals, enabling them to configure it as they see fit. With

this app, you can add or change columns on the request list, use extended

filters to navigate through the page, then save and share them with others.

Review Awesome! Many customers ask for this feature. The UI is also very friendly.



Customizable view

Secure sensitive data in an easy way

Choose which fields users can add as columns, and which of them will be

displayed by default. Then globally limit the columns’ visibility and define default

filters if needed. The users will be able to modify the search configuration, save

it, and safely share it within their user groups or Organizations.

My Requests Extension for Jira Service Desk

Columns

Type Summary Project Status Time to resolution

All requests

SaËe Edit Details

PlannedÜ In pr...Organization: allIntroduce an...ExpeditionsÜ Tra...

Start training for Mars Expedition 2030 Training

New training sessions Training

Training for May 2021 expedition Training

New Astronaut Expeditions

Prepare gear Expeditions

Cancel shuttle launch Expeditions

Clearance for expedition Expeditions

Enter qualification exams Expeditions

Qualification exams for May 2021 expedition Training

Mars Expedition 2030 Expeditions

5:25

50:13

11:08

10:15

3:12

Schedule qualification exams for Mars Expedition Training

13:��

waiting for approval

waiting for approval

planned

planned

planned

registered

ssuedqled

In progress

In progress

In progress

Entered

1-21 of 21

Type Project Status Time to resolutionSummary

Search

All requests

Default

Open

Closed

My filters

Future expeditions

Waiting for clearance

Waiting for approËal

Training

Gear to order

Spacecrafts and shuttles

New Astronauts

Ordered Gear

Qualification exams

Requests

You haËe no filters.

Shared filters Browse all


https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-service-desk?hosting=server&tab=overview


Extend self-service and automation possibilities

Actions for Jira Service Desk enables customers to interact with and transition their requests, as well as adds to the native Jira Service Desk automation possibilities. Enable workflow actions with transition screens on your Customer Portal to implement ITIL best practices.

Actionsfor Jira Service Desk

ReviewVery good add-on for the price. We primarily use it for updating issue fields

in the JSD portal. It’s easy to create a loopback transition that permits update

of specific fields in the request. (...) you should check out Deviniti’s add-ons

as they have excellent tools for creating richer functionality in the JSD portal.

• Enhance the self-service capabilities of Jira Service Desk• Enable customers to edit their requests and send you feedback

instantly after their ticket is solved• Show your business as one that cares for customers’ time and

provides them with high-quality support

• Simple but powerful configuration• Use native workflow transitions with both system and custom fields• Users can edit only what we configure• Additional automation rules

• Let users correct their errors• Get only the right tickets assigned to you• Focus on solving the query rather than asking questions• Give customers a greater sense of control



Actions for Jira Service Desk

Extended automation possibilities

The app adds two more conditions and a couple of actions to the default

automation rules. These enable us to, among a few other things, auto-

assign agents to the created issues based on the reporter’s language

or what the reporter’s email contains.

Automated Service Desk

WHEN

Issue created

Tips for customizing this rule

When an issue is created, this rule automatically assigns defined user based on reporter

language

Reporter Language

IX

Reporter Language

de

IX

Reporter Language

es

then

Assign User to Issue

klaus.augen

then


pablo.armero

Add comment

Transition issue

Alert useR

Edit request type

AutoNapprove?decline

Webhook

Send email


Set Priority to Issue

A__ laKe[

A__ reIuest parti�ipants

A__ organi�ations

Issue matches

Comment visibility

User type

Comment contains

Comment is primary actio�

Reporter Email Contains

Reporter oanguage

CustomerNvisible status changed

Link type matches

Linked issue matches

Comment added

Comment edited

Issue created

Issue resolution changed

Status changed

A linked issue is transitioned

Participant added

Organizations added to issue

Approval required

SLA time remaining

THENIFWHEN




Self-service possibilities

More involved customers

Don’t limit your customers to commenting on their requests every time they

need to change something! Instead, enable them to edit it by themselves.


planning

planning

From:

To:

Type of spaceship

Shuttle

250 days

Jason Fening 12/Jul/1975

12/Mar/20�0�

5

Launch

Expedition timescale

Number of astronauts

Astronauts

*First Name *Last Name *Date of birth

Eris Mercury 29/No1/1957

*First Name *Last Name *Date of birth

Edit

Cancel

Venus Ceres

Reporter

Edit




Customer surveys

Detailed feedback about the support process

Extend the customer surveys with additional questions and

let your customers access them directly from the request.


Spaceship

Good

Good

Equipment storage wasn't visible or clear

enough. Sometimes, it was hard to organize the

gear, because the wraps didn't want to stick.

There were some gaps in our training - we

didn't know how to do some actions properly

and we had to figure it out on our own or read

the manuals.

E�cellentTools

Contact with control center

Please tell us what you think

about the E�pedition.

What could be better?

What did go wrong?

booked

Feedback

Fro':

To:

Description:

Fee?>=c;

Cancel

Fee?>=c;

Venus Ceres

Reporter




Your way to international customer support

Translation for Jira Service Desk provides you with the means to make your Customer

Portal a global platform.

Translationfor Jira Service Desk

• Position your brand as a company who cares for its customers and provides the highest quality of support and customer experience

• Add any language supported by Jira in the app’s global configuration• Dedicate service desk projects to specific languages or make them all

usable for each user group• Configure the common translations only once

• Allow the customers to see the Customer Portal in their mother tongue

• Make it easier for them to find the right requests



Multilingual customer portal

Translate what you want

Choose the language you want to translate into, rewrite the

specific text from Customer Portal, provide the translation,

and apply it to all Service Desk projects if needed.

Translation for Jira Service Desk

Polish

Polish

Polish

Polish

German

German

Polish

Polish

Polish

gear

Expeditions

Training

Gear

Spacecrafts and shuttles

Enter for clearance

Enter your nomination

Order

Order e�uipment

Sign up for �ualification exams,

Wyprawy kosmiczne

Szkolenia

SprzG@

Statki kosmicznF

Zur Freigabe eingeben

Geben Sie >hre 7ominierung ein

Zam6w sprzG@

Zam6w narzGdziN

Zapisz siG na egzamin kwalifikuCBcy

Language Key Value

Add new translation

Language switcher configuration:

Language to se�ect

Português (Brasil)

Eesti (Eesti)

Svenska (Sverige)

Language switcher

English (Inited States)

Polski (Polska)

Deutsch (Deutschland)

Change language

Polish (Poland)

Deutsch (Deutschland)

French (France)

English (United States)


https://marketplace.atlassian.com/apps/1213698/translation-for-jira-service-desk?hosting=server&tab=overview


Take care of your support team

Queues for Jira Service Desk is an enhanced remake

of the native feature that allows creating cross-project

issue queues.

Queuesfor Jira Service Desk

• Save your team’s time• Ensure that no request will go amiss• Make the communication between support and development easier

• Provide a single place to create and store issue queues• Show only the relevant issues

• A single screen for all the work in progress• Have more control over the work to do• Stay focused on what’s most important

ReviewIt’s a great app, which extends Jira with a very good queues function of Service

Desk to the complete Jira system and even across several projects.



Work on the right requests at the right time

One screen to rule them all

Provide your team a single place to create and store issue queues.

Add issues from Software or Business projects, group queues into

folders, and set their visibility for particular user groups. The team will

be able to hide the unused queues to clean up the view even more.

Queues for Jira Service Desk

Astronaut's qualification exams

Name

mission-support training-support Astronauts-support

Visible to groups

Issues to show

project in ('Expeditions service desk', 'Training service desk')

Columns

Priority Summary Time to resolution Name of expeditionKey

Save

Cancel

P Key Summary Time Name of expedition

MAE-1 M��EÄE:�£Ñ®$®PåÄ>0.0

5:25

M��EÄE:�£Ñ®$®PåÄ>0.0

MAE-42 New Astronaut Venus Exploration 2025

MAE-32 Cancel shuttle launch

3:12

Jupiter Expedition 2020

MAE-12 Enter qualification exams Venus Exploration 2025

MAE-5 Trainings for Mars Expedition 2030 Mars Expedition 2030

MAE-3 Schedule qualification exams

10:15

Venus Exploration 2025

1-21 of 21

Queues

Astronaut's qualification exams

Schedule

Gear

Ordered

Part 1

1293

To order

NeV gear

3G00

Gear 2020

1

Other

Project 2

12

Project 3

...

Old 7ear




Issue Templates for Jira

Default templates for request typesSpend less time and effort on filling in the forms

Choose the request types which you’d like to help your customers create by applying a template.

Active Directory Attributes Sync for Jira

User’s attributesPresent synchronized data

Grab the assignee’s contact details from your LDAP server and show them in a custom field displayed in the side column of the request to enable customers easy contact with an agent.

Discover the restof Deviniti’s galaxy


https://marketplace.atlassian.com/apps/1211044/issue-templates-for-jira?hosting=cloud&tab=overview

https://marketplace.atlassian.com/apps/1211044/issue-templates-for-jira?hosting=cloud&tab=overview

https://marketplace.atlassian.com/apps/1220477/azure-ad-attributes-for-jira?hosting=cloud&tab=overview

https://marketplace.atlassian.com/apps/1220477/azure-ad-attributes-for-jira?hosting=cloud&tab=overview

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