Jira Service Management

Jira Service Management –
Setup, Integration & Optimization

Service desks have become an integral part of our daily lives. They simplify communication between companies and customers and ensure fast and efficient problem resolution.

Whether it’s an energy provider reporting meter readings, a retailer handling complaints, or a telecommunications provider resolving outages – in almost every industry, service desks help capture, structure, and efficiently process requests. They not only improve communication but also increase customer satisfaction and optimize internal processes.

The Service Desk
Endless applications – one goal

Channeling requests

A service desk ensures that requests are routed directly to the right contact person so that issues can be resolved quickly and effectively.

Efficiency in customer support

Automated processes and intelligent workflows help manage even high volumes of requests in a structured and efficient way – whether it’s one request or a thousand.

Increase customer satisfaction

Well-maintained knowledge bases enable customers to answer many questions themselves and find solutions more quickly.

Reports and dashboards

Detailed dashboards and reports provide valuable insights to actively manage and improve processes.

SLAs and escalation

Defined service level agreements and escalation mechanisms ensure that urgent requests are prioritized and handled on time.

Time tracking and cost control

Optional time tracking allows effort to be documented transparently and costs to be clearly allocated.

Service Desk solutions
by Honicon

We aim to unlock our customers’ potential with passion and trust. With our service management solutions for IT departments, HR departments, facility management, or customer service, they all share one thing: a noticeable and significant increase in efficiency, effectiveness, and satisfaction for both customers and teams. We use our proven methodology to precisely analyze your needs and work with you to integrate the right solution for your intake channel. This takes work off your plate so you can focus on what truly matters – your core tasks.

Use cases

Bring order to your customer inquiries and create breathing room for your team today. Let’s optimize your processes together and work with you to set up and optimize the best service desk tailored to your requirements.

Marketing request portal

Honicon developed a portal for the customer to organize internal requests related to press releases, magazine articles, translation requests, and online articles. By introducing this solution, the customer was able to halve the time it took before a new marketing article could be used compared to the previous email-based process.

IT service requests

Together with the customer, Honicon created a unified channel for IT service requests (both internal and external). In addition to a Confluence-based knowledge base, processes were optimized so that incidents handled through bug management now take only 10% of the time before the right employee can start working on the issue.

Application portal

Honicon worked with the customer to develop an applicant portal that uses forms to collect the required applicant information, makes it available to the HR department in a structured way, and enables effective and efficient collaboration with specialist departments. After the retention periods (GDPR), the data is automatically removed from the system accordingly.

Customer service idea management

Honicon created a portal for a customer to collect ideas. These ideas come from customer service, which gathers suggestions for further development from customers. Ideas from other departments are also funneled to customer service in this way. The previous solution was based on a shared mailbox and resulted in significant lack of transparency.