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 Gold Top Vendor 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 is 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 support. Venus
is known for its yellowish clouds so the main color of our Service Desk
apps is yellow. Also, Venus represents femininity which brings to mind
warmth, care and support.
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 solu-
tions in organi-
zations 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 Atlas-
sian off-the-shelf solutions.
License Management
We will optimize your
license costs considering
the expiring period of sup-
port, synchronization
of expiration dates of all
your licenses and support
you with budget planning.
Services
deviniti.com/houston ― 3
Application Integration
Facilitate the flow of information between different applications in your
company through integration services. We provide you with automated
data and process exchange by attaching isolated applications or
data sources to already existing environments. That includes custom
solutions and products with all services required for successful
implementation.
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 administra-
tors - online and offline,
worldwide including
onsite in your company.
SDLC
Deviniti helps com-
panies 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, ques-
tions or doubts. This will
ensure that you and your
team to keep the highest
level of work efficiency.
4 ― deviniti.com/houston
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.
Customer’s journey
Agents ViewOn the agent’s view, the support
team groups, sorts and prioritizes
the requests they are working on.
To better our customers’ journey through Jira
Service Desk, we need to understand what they
have to deal with.
deviniti.com/houston ― 5
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.
My RequestsThe last screen is a list
of all requests raised by the
customers or their Organization.
Request Detail ViewAfter raising a request, your
clients are directed to this
view. There they see all the
information they provided
on the previous step.
6 ― deviniti.com/houston
Create a Customer Portal out of this world
Theme Extension for Jira Service Desk brings the default customization options for
Jira Service Desk user interface a step further and allows you to design a unique portal
for your customers. Inspired by the entire space of possibilities we can create, we’ve
introduced the first theme based on 6 types of cards, which you can choose from
to suit your taste and brand style.
Theme Extensionfor Jira Service Desk
• Provide customers with consistent experience across all your web properties
• Increase customer satisfaction with the support process• Make your Customer Portal consistent with your brand
• Simple configuration• Easy to achieve out-of-the-box
design unavailable natively
• The design shows it all, making it easier to find whatever is needed
ReviewAs usual, BRILLIANT :)
deviniti.com/houston ― 7
Service Desk creation
Step 3 – Publish it and
make it a sight
to behold!
Step 2 – On the live preview, customize the elements you want from header and logo
through search and navigation bar to background images and cards. Add a custom
cards with external links, too!
Step 1 – Select a card style.
Theme Extension for Jira Service Desk
Order gear
If you need new gear, make sure to notify us.
Register
astronauts
Add astronauts to our
company.
If you prepared a plan of
future expedition, introduce
it to the committee.
Introduce
an expedition
Schedule training sessions for the
upcoming expeditions or new recruits.
Plan training
Cancel
expedition
In case a planned expedition
wasn't approved, let us know.
Request new
equipment.
Order
equipment
Astronauts Service Desk
Expeditions Training Gear Spacecrafts and shuttles Other
Welcome to the Astronauts Service Desk
Find help and services in space
Request new
equipment.
Order
equipment
Cancel
e�pedition
In case a planned expedition
wasn't approved, let us know.
Register
astronauts
Add astronauts to our
company.
If you prepared a plan of
future expedition, introduce
it to the committee.
Introduce
an e�pedition
Order gear
If you need new gear, make sure to notify us.
Schedule training sessions for the
upcoming expeditions or new recruits.
Plan training
8 ― deviniti.com/houston
Use examples
Theme Extension for Jira Service Desk
deviniti.com/houston ― 9
Theme Extension for Jira Service Desk
10 ― deviniti.com/houston
Extensionfor Jira Service Desk
• Show your business as one that cares for customer’s time and provides them with all information necessary to highest-quality support
• Per project configuration enables customization fitting the specific project
• Detailed information on the request view prevents customers’ dissatisfaction and irritation
• Gain valuable insight into what’s going on with their request
• Gradually fill in the fields that are required and related to their query
Extend possibilities of Jira Service Desk
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.
deviniti.com/houston ― 11
Intuitive Customer Portal
Extension for Jira Service Desk
Request formTake full control over the form:
• Bundled fields• Dynamic forms• Hide “None” option• Visibility: fields, options• Links on the header bar
Request detail 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
Help center & customer portal Make life easy for your customers:
• Visibility: customer portals, request types• Links on the header bar• Split columns
12 ― deviniti.com/houston
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.
Extension for Jira Service Desk
Group: astronauts
Training
Gear
Spacecrafts
and shuttles
Other
Expeditions Enter for clearance
Go through the last stage refore
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
Training
Gear
Spacecrafts
and shuttles
Other
Expeditions
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
deviniti.com/houston ― 13
External links
Display external documentation and content
Add external links or groups of additional sources to the Customer
Portal and present them on the header bar. Define if the links will
be displayed globally, in every service desk project or in current project
by choosing the link scope.
Extension for Jira Service Desk
History of space exploration Must-haves in space Knowledge base Requests
Brief history
Short documentary
Wikipedia
Britannica
41
14 ― deviniti.com/houston
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.
Extension for Jira Service Desk
Group: astronauts
What equipment do you want to order?
What type o7 sa7ety tethers do you need?
Momentum exchange tethers
Shyhook
Electrodynamics
Formation flying
Universal orbital support system
Pistol-grip tool
Safety tethers
Other
Pistol-grip tools
Create
Cancel
Pistol-grip tool
Robot crane
Trace gas analyzer
Safety tethers
Other
Group: management
What equipment do you want to order?
What type o\ Ua\ety tetherU do you need?
Pistol-grip toold
Momentum exchange tethers
Shyhoou
Electrodynamics
Formation flying
Universal orbital support system
Create
Cancel
deviniti.com/houston ― 15
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.
Extension for Jira Service Desk
Target of expedition
Radio buttons
Option
Related filed
The Solar System
The Solar System expedition to
Conducted by
Asteroids and commets
Asteroids and commets expedition to
Conducted by
Tar�et location
Deep Space
Asteroids and commets expedition to
Conducted by
The Solar System
Asteroids and Commets
Deep space
Target of expedition
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 2elp Center +xpeditions
Mars expedition =<H<
Create
Cancel
16 ― deviniti.com/houston
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 four types of custom
fields: Text (single and multi-line), Selects, Date Pickers and Checkboxes.
Extension for Jira Service Desk
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
Operations 4.0, Mission
Budget Management 2.8
MS Office, Mission
Operations 4.0, Mission
Budget Management 2.8
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
deviniti.com/houston ― 17
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
Creator
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 eiuipment.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 eiuipment.pdf (45 kb)
List of astronauts.pdf (31 kb)
Share
Export
Clerance for Mars expedition 2030SP-3
Comment on this request...
Activity
Venus Ceres
Details
Target of expedition
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
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 customer more information about their request by displaying
assignee, attachments, issue dates, SLAs and issue links on the request
detail view.
Extension for Jira Service Desk
18 ― deviniti.com/houston
My Requests Extensionfor Jira Service Desk
• Close a big gap in Jira Service Desk• Give both your customers and administrators the possibility
to customize the request list• Have a full control over requests and monitor the work in progress
• Configuration kept to the minimum• Define which fields will be displayed by default and which
ones customers can add to their request list• Limit columns visibility to user groups and organizations
• Save their search configuration as filters• Access to more information on the list and the possibility to export it• Sort by columns, i.e. SLA
List all the Requests
My Requests Extension for Jira Service Desk gives customers control
over their request list, enabling them to configure it as they see fit.
Review Awesome! Many customers ask for this feature. The UI is also very friendly.
deviniti.com/houston ― 19
Customizable view
Enable customers filter their requests
Choose which fields customers can add as columns, and which of them will
be displayed by default, and globally limit their visibility for selected user groups
and organizations. Thanks to this, the customers will be able to customize their
request list and save them as filters for selected user groups and organizations.
My Requests Extension for Jira Service Desk
All requests
Open
Closed
Search
Columns
Type Summary Project Status Time to resolution
1-21 of 21
Type Summary Project Status Time to resolution
Future expeditions
Waiting for clearance
Waiting for approßal
Training
Gear to order
Spacecrafts and shuttles
New Astronauts
Ordered Gear
Qualification exams
Requests All requests
Start training for �ars "xpedition ���� Trainin%
waiting for approval
New training sessions Trainin%
P<A==E9
In progress
Training for �aQ ���L expedition Trainin%
New Astronaut Expeditions
registered
In progress
Prepare gear Expeditions
Cancel shuttle launch Expeditions
In progress
Clearance for expedition Expeditions
waiting for approval
Enter qualification exams Expeditions
Entered
Qualification exams for May 2021 expedition Training
scheduled
Mars Expedition 2030 Expeditions 5:25
50:13
11:08
13:��
10:15
3:12
PLANNED
Schedule qualification exams for Mars Expedition Training
PLANNED
Planned� In pr...Organization: allIntroduce an...Expeditions� ðra...
20 ― deviniti.com/houston
Extended self-service and automation
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.
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.
• Enable your customers to edit their request and send you feedback instantly after their ticket is solved
• Provide your customer with the highest-quality support by allowing them to transition the requests with filled additional required fields
• Simple configuration• Use Jira workflow transitions, Jira fields and custom fields• Extended native automation configured in the project settings
• Edit their request if there’s a mistake without a need to contact an assigned agent
• Their ticket is assigned to the right person• Focus on solving the query rather than asking questions• Greater sense of control
deviniti.com/houston ― 21
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
Assign User to Issue
pablo.armero
Add comment
Transition issue
Alert usef
Edit request type
AutoBapproveAdecline
Webhook
Send email
Assign User to Issue
Set Priority to Issue
ATT laIe_
ATT re>uest parti�ipants
ATT organiWations
Issue matches
Comment visibility
User type
Comment contains
Comment is primary actio�
Reporter Email Contains
Reporter panguage
CustomerBvisible 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
22 ― deviniti.com/houston
Self-service possibilities
More involved customers
Don’t limit your customers to commenting on their requests every time
they need to change something, and enable them to edit it themselves.
Actions for Jira Service Desk
planning
planning
From:
To:
Type of spaceship
Shuttle
250 days
Jason Fenin� 12/Jul/1975
12/Mar/2030
5
Launch
Expedition timescale
Number of astronauts
Astronauts
*First Name *Last Name *Date of birth
Eris Mercury 29/Nov/1967
*First Name *Last Name *Date of birth
EFit
Cancel
Venus Ceres
Reporter
EFit
deviniti.com/houston ― 23
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.
Actions for Jira Service Desk
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:
Venus Ceres
Reporter
FeeOMNcJ
Cancel
FeeOMNcJ
24 ― deviniti.com/houston
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
• Positive brand image as an international company who cares for its customers and provides the highest quality of support and customer experience
• Add any number of languages supported by Jira to the switcher in the app’s global configuration
• Easy project configuration enables the translation of various service desk projects for a specific user group’s mother tongues
• Switch to their mother tongue easily by clicking the user avatar and selecting the right language in the dropdown menu
• Everything’s clear and understandable, making it easier to find the right requests
deviniti.com/houston ― 25
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
Sprz+t
Add new translation
Language Key Value
Language switcher configuration:
Language to se�ect
Português (Brasil)
Eesti (Eesti)
Svenska (Sverige)
Language switcher
English (Fnited States)
Polski (Polska)
Deutsch (Deutschland)
Change language
English (United States)
English (United States)
Polski (Polska)
Deutsch (Deutschland)
26 ― deviniti.com/houston
Take care of your support team
Queues for Jira Service Desk app strongly improves usability
with a couple of features, such as advanced JQL filtering
to create cross-project queues. It also allows to use queues
for projects of Software or Business types.
Queuesfor Jira Service Desk
• Save your team’s time by storing cross-project queues in one place• Ensure that no request will go amiss• Improve the quality of customer support
• Manage visibility of the queues depending on groups• Create cross-project queues• Possibility to create a tree structure of folders with queues
• Have control over their work with queues stored and sorted in one place
• Sort queues by any column to set priority and order the requests• Hide the unused queues and reduce the page load time
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.
deviniti.com/houston ― 27
Work on the right requests at the right time
Structure your work with queues
Create group-based permissions to display only relevant queues to the
specific team members. Also, group queues to give them some structure
and hide the unnecessary ones to improve performance and stability
of the system.
Queues for Jira Service Desk
Gear
Schedule
Old gear
Common Tests
Regression Tests
Astronaut's qualification exams
Other
Ordered
Part 1
PrÚÙeÕt 2
New gear
3400
1293
PrÚÙeÕt ñ
…
To order
Gear 2020
Queues
Planned expeditions
1
12
New queue
Issues to show
Columns
Description
CCunt issues in the Lueue Cn paXelCadF It maH slCw dCwn HCur Bira instanceF
Advanced
Astronaut's qualification exams
Name
Save
Cancel
Add to folder
mission-support training-support Astronauts-support
Visible to groups
project in ('Expeditions service desk', 'Training service desk' )
List of qualification exams for Astronauts to schedul e
Qualification exams and trainings
Priority Summary Time to resolution Name of expeditionKey
28 ― deviniti.com/houston
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 templated script.
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.
Discoverthe rest of Deviniti’s galaxy
Astro
nau
ts Service D
esk
Welco
me to
th
e A
stro
nau
ts Service D
esk
Find help and services in space
Req
uest n
ew
eq
uip
men
t.
Ord
er
eq
uip
men
t
Can
cel
eèp
ed
itio
n
In
case a p
lan
ned
exp
ed
itio
n
wasn
't ap
pro
ved
, let u
s kn
ow
.
Reg
ister
astro
nau
ts
Ad
d astro
nau
ts to
o
ur
co
mp
an
y.
If yo
u p
rep
ared
a p
lan
o
f
fu
tu
re exp
ed
itio
n, in
tro
du
ce
it to
th
e co
mm
ittee.
In
tro
du
ce
an
eèp
ed
itio
n
Ord
er g
ear
If yo
u n
eed
n
ew
g
ear, m
ake su
re to
n
otify u
s.
Sch
ed
ule train
in
g sessio
ns fo
r th
e
up
co
min
g exp
ed
itio
ns o
r n
ew
recru
its.
Plan
train
in
g
Exp
ed
itio
ns
Tra
in
in
gG
ea
rSp
ace
cra
fts a
nd
sh
uttle
sO
th
er
Get in touch with usto take full advantageof Atlassian products
[email protected]/houston
deviniti.com/[email protected]
Deviniti Sp. z o.o. 2019 All Rights Reserved
1. Find our apps on the Atlassian Marketplace
2. Try our apps in a free 30-day trial
3. Book a demo session calendly.com/deviniti