Jira Service Desk (now part of Jira Service Management) is Atlassian’s IT service management (ITSM) solution used for managing customer support, internal helpdesk, and IT operations workflows. It provides robust tools for tracking incidents, service requests, and problem management while integrating seamlessly with other Atlassian tools like Jira Software, Confluence, and Bitbucket. By integrating Jira Service Desk (Jira Service Management) with Frends iPaaS, businesses can automate ITSM workflows, synchronize services with external platforms, and ensure efficient, streamlined service delivery.

Business use cases

Automated incident and request management

Frends can integrate Jira Service Desk with monitoring and alerting tools like Nagios, Datadog, or Splunk to automate the creation of incidents. For example, Frends workflows can monitor system alerts from Nagios and automatically create a ticket in Jira Service Desk when an issue is detected. Additionally, Frends can route the ticket to the appropriate service team based on predefined rules.

Integration with CRM systems

Frends workflows can connect Jira Service Desk with CRM systems like Salesforce, HubSpot, or Dynamics 365 to synchronize support tickets and customer profiles. For instance, when a support ticket is created in Jira, Frends can fetch customer details from the CRM and update the ticket with relevant context, enabling better customer service.

SLA monitoring and escalation

Meeting service-level agreements (SLAs) is critical for IT service teams. Frends can enhance Jira Service Desk’s SLA capabilities by enabling automated escalations and notifications. For example, when a ticket’s SLA is approaching breach, Frends workflows can trigger email or Slack notifications to alert stakeholders and escalate the ticket to the proper team or manager.

Customer satisfaction survey integration

Frends workflows can integrate Jira Service Desk with survey platforms like SurveyMonkey, Typeform, or Google Forms to automate customer feedback collection. After a support ticket is resolved in Jira, Frends can send a survey to the customer, collect the responses, and store them in internal analytics tools or dashboards for continuous improvement.

Integration with knowledge base systems

Jira Service Desk integrates with Confluence for knowledge management, but Frends can extend this by integrating with other knowledge base platforms like Zendesk Guide or SharePoint. For example, when a customer opens a request in Jira, Frends can search the knowledge base for relevant articles and suggest them to the customer as part of the ticket workflow.

Real-time notifications for ticket updates

Frends can integrate Jira Service Desk with communication platforms like Slack, Microsoft Teams, or email for real-time ticket updates. For instance, when a critical ticket status changes (e.g., from “Waiting for Support” to “In Progress”), Frends workflows can notify the relevant teams or individuals through their preferred communication channel.

IT asset management integration

Frends workflows can connect Jira Service Desk with IT asset management (ITAM) tools like ServiceNow, Lansweeper, or Freshservice to track assets associated with support tickets. For example, when a hardware-related ticket is opened, Frends can fetch the asset's details from the ITAM system and attach them to the ticket, simplifying troubleshooting.

Cross-platform incident management

For organizations using multiple support tools, Frends can facilitate cross-platform incident resolution by integrating Jira Service Desk with tools like Zendesk, Freshdesk, or ServiceNow. For example, when a service request is created in another platform, Frends workflows can replicate the request in Jira Service Desk and synchronize updates to track resolution progress across both systems.

Change management workflows

By connecting Jira Service Desk with DevOps platforms like Jenkins, GitHub, or Bitbucket using Frends workflows, businesses can automate change management processes. For example, when a change request is approved in Jira, Frends workflows can trigger Jenkins to deploy the change and update the Jira ticket with logs and deployment details in real time.

Event-driven incident creation

Frends workflows can monitor third-party systems or IoT devices and integrate them with Jira Service Desk for event-based ticket creation. For instance, if a server monitoring tool detects a threshold breach (e.g., CPU usage is too high), Frends can create an incident in Jira, classify it as high priority, and assign it to the IT operations team.

Recurring task automation

Frends can automate the creation of recurring tasks in Jira Service Desk. For example, recurring maintenance activities such as monthly server checks or bi-annual software audits can be scheduled using Frends workflows, ensuring tasks are created automatically with predefined descriptions, priorities, and assignees.

Automated reporting and analytics

While Jira includes built-in reporting, Frends can enhance data analytics by integrating Jira Service Desk with tools like Power BI, Tableau, or Google Data Studio. Frends workflows can extract data from Jira tickets (e.g., status updates, SLA adherence, team performance) and visualize it in dashboards, enabling management teams to make informed decisions.

Multi-channel customer support

Frends can facilitate multi-channel support by integrating Jira Service Desk with email, SMS, and chat platforms like Twilio, WhatsApp, or Intercom. For example, an issue reported via WhatsApp can automatically create a ticket in Jira Service Desk, and subsequent updates can be synchronized across multiple channels.

AI-driven ticket classification

Frends can integrate Jira Service Desk with AI tools like IBM Watson, Azure AI, or Google Cloud AI to enable intelligent ticket classification. For example, when a ticket is created, Frends can send its content to an AI model for classification (e.g., identifying urgency, category, or intent) and automatically assign it to the correct queue or agent.

Integration with HR systems for employee support

For HR helpdesks, Frends workflows can integrate Jira Service Desk with HR platforms like BambooHR, Workday, or SAP SuccessFactors. For instance, when an employee submits an HR-related ticket (e.g., time-off requests or policy questions), Frends can sync the data with the HR system and ensure appropriate follow-ups.

Automated ticket creation from emails

Many organizations receive support requests via email, which can be automatically converted into Jira tickets using Frends workflows. For example, Frends can monitor a specific mailbox, parse incoming emails, and create a ticket in Jira Service Desk with the extracted details, ensuring that no requests are missed.

Integration with DevSecOps workflows

Frends workflows can connect Jira Service Desk with security tools like SonarQube, Snyk, or Splunk to automate DevSecOps incident handling. For example, when a security vulnerability is identified, Frends can create a Jira ticket with details from the scanning tool and notify the cybersecurity team to address the issue.

Data archiving for compliance

For organizations with compliance requirements, Frends can automate the archiving of closed tickets and associated data by integrating Jira Service Desk with storage solutions like AWS S3, Azure Blob Storage, or Google Cloud Storage. Tickets older than a specified period can be archived securely while maintaining accessibility for audits.

Vendor collaboration for external support

Frends can integrate Jira Service Desk with third-party vendor platforms for collaborative incident resolution. For instance, when an external vendor is responsible for resolving a ticket (e.g., hardware repair), Frends workflows can synchronize Jira tickets with the vendor’s ticketing system and ensure updates are reflected on both sides.

Lifecycle synchronization for assets and services

Frends workflows can integrate Jira Service Desk with lifecycle management tools for tracking assets and services. For example, when a service is marked for decommissioning in a lifecycle management system, Frends can create related change tickets in Jira to update configurations and notify affected stakeholders.