Connect Wikit Semantics to your Jira Service Management tool.

Introducing the Jira Service Management Tool

Jira Service Management is a service desk tool developed by Atlassian that aims to simplify the process of managing customer and team requests and queries. Jira Service Desk's extensive features include service level agreements (SLAs), reporting, queues, and the ability to open tickets via the portal or email.

Jira Service Management offers great flexibility through service level agreement configuration, customizable queues, and automated request processing. Advanced reporting is also a strength of this tool, allowing teams to track their performance and implement measures to improve efficiency.

Jira Service Management can be used both internally and with external clients. It is ITIL certified by Pink VERIFY™ for service request management, change management, incident management, and problem management. Available in Cloud, Server, and Data Center versions, it adapts to the needs of each company.

Roles in Jira Service Management are clearly defined. Agents assign requests, track their progress, and respond to customers. Customers open requests in the service desk project and can be internal users, clients, or partners.

Jira Service Management offers several default configurations to suit different use cases. Custom fields can be added and displayed in the customer portal. Marketplace apps can also be added for additional functionality. Jira Service Desk can manage multiple separate customers on the same instance, with the ability to create multiple Service Desk projects, each with its own customer base, portal, and the ability to receive requests at a defined email address. Customers can also be grouped into structures called “organizations” to share tickets.

Wikit Semantics interfaced with Jira Service Management

The connector developed by Wikit uses the Jira Service Management API and allows the chatbot to communicate with the ITSM solution to bring more added value to your users.

Here are some examples of features:

Wikit Semantics x Jira Service Management – Ticketing

Creation and qualification of tickets for monitoring requests.
Creation and qualification of service requests.
Follow-up on tickets and follow-up by simple conversation with the chatbot.
When creating a ticket, the chatbot provides contextual data from the conversation with the user to facilitate the work of the service center.