How we dared and simply copied Jira Service Management

Short description

Russian software company Eva has developed a replacement for Atlassian’s Jira Service Management software called EvaServiceDesk, completing its line of Atlassian replacements which also included Jira and Confluence. Eva highlighted the simplicity of its product’s interface, which it believed would not require users to relearn the interface, and its facilities for channel and customer management, including a user portal for customers with custom portals and ticket tracking features. Other features included service-level agreement (SLA) setting options, reports and filters and a knowledge base which linked to EvaWiki. Eva also noted the availability of a range of other features.

How we dared and simply copied Jira Service Management

After the departure of the Atlassian company, we took on the task of import substitution of its products. And if earlier we already replaced Jira and Confluence, now it’s the turn of another great product – Jira Service Management.

Finally, we can talk about what we managed to do in its replacement – EvaServiceDesk. We have already shown the alpha version of the product to the Atlassian Community Moscow, now the official release is in progress.

When developing an analogue of the usual Jira (which we wrote about here), we encountered the problem that users need to relearn the new interface. So this time we decided to go the simple (and, in our opinion, winning) way. They simply made the usual interface and functionality, but on new technologies and immediately laying opportunities for further expansion.

Queues of tasks

It can be said that Service Desk is based on queues, which are hung with various settings. Thanks to the built-in process of receiving applications, all the beauty of the implementation of ITSM systems comes out. You can set up task queues, assign them to those responsible, and monitor the resolution time of appeals.

User portal

The customer support center allows you to offload support and give customers maximum information. It creates custom portals through which your customers and employees can get all the help they need.

In it, you can create appeals and track their status.

Knowledge base

To reduce the burden on your technical support department, you can create a knowledge base where you will keep all the documentation. There is an easy integration with EvaWiki that allows you to migrate EvaServiceDesk pages. And if you’ve been documenting in Confluence before, you can quickly import all your data into our product.

With just a few clicks, you can manage published documents and share knowledge in the support center.

Channel and customer management

You can also set up different channels for receiving applications (at the moment you can receive applications by mail and through the support portal). In addition to this, customers and users of the system can be managed.

System settings

In order to simplify and automate work in EvaServiceDesk as much as possible, there are many options for configuring the system for your tasks.

You can configure request types, determine which fields to display when creating a request, configure workflow for such tasks, issue project rights to different users, and much more.

SLA

Of course, there is an SLA setting that will allow all conditions to be fulfilled by the time of application resolution. The SLA defines the deadlines for the elimination of certain malfunctions, the speed of response to requests, the availability of the support service, and other parameters. Project administrators can create SLA goals, break them down by the different types of requests you want to track, and the time it takes to resolve them.

Reports and filters

And so that you can track all requests, their execution time and receive other analytics by tasks, use the functions of filters and reports! Ready-made report templates and support for the UBQL query language will help keep your finger on the pulse.

What else?

In addition to all of the above, there is a whole bunch of functionality that you can use:

  1. Escalation of appeals;

  2. Time accounting for tasks;

  3. Intellectual recommendations of articles;

  4. Creating an article from an application;

  5. Contextual search, filtering of articles;

  6. Feedback form;

  7. Open API;

  8. Use of dynamic fields when creating applications;

  9. Cross-project automation (in particular with EvaProject);

  10. Ability to configure flexible coordination schemes;

  11. Notification of requests and their flexible setting;

  12. Log of identification and authentication events;

  13. Flexible setting of access rights;

  14. project roles;

  15. SSO, synchronization with Active Directory;

  16. and much more.

This is the main functionality that EvaServiceDesk managed to do in six months. At the same time, we do not forget that there is a connection with other products that replace Jira and Confluence. This is how import substitution works.

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