Service Desks are the frontline for support and a representation of your IT teams, so here are six ways to get the most out of them:

Your Service Desk is at the frontline of support, representing your IT team, and a critical factor in enabling your teams to deliver great services to your customers. It stands at the heart of all productive organisations, and learning to embrace the best practices in maintaining it can help you with managing costs and delivering excellent service experiences.

We’re here today to teach you six ways your business can enhance its Service Desk.

Jira Service Management

Use your Service Desk software to bring out its full potential

By using High-Velocity ITSM software like Jira Service Management by Atlassian, you can better enhance your business’ self-service practices, SLA (Service-Level Agreement) tracking, and collaboration between teams.

You can also help contribute and maintain your support knowledge base (like Atlassian’s Confluence) to reduce ticket volume and improve resolution times.

Stop treating your IT teams like multi-taskers

Having a big variety of ticket types can often be a bigger challenge for your IT teams than a larger ticket volume, and can put a lot of unneeded pressure on them to get tasks done.

By dividing certain task types to your IT teams into smaller groups, you’ll not only make life easier for them, but you’ll also resolve incidents and problems faster as your teams become more knowledgeable on certain issues and how to deal with them.

Build a customer portal

By providing a single help centre for customers that links to your IT, Legal and HR Service Desks, they’ll be able to find the services they need more easily. Getting to the portal is super-easy, too, as all your teams need to do to get to the right place is simply type what they need in their browser.

Use your SLAs wisely

If you’re not managing your SLAs well, miscommunication between your IT teams and customers can occur, which can be a disaster if left unaddressed. That’s why it’s always important to administer clear and transparent SLAs within your business to better manage expectations between your IT teams and customers. 

Not only will this clear the air of any misunderstandings, but it’ll also help build trust between both teams.

Promote self-service for your customers

Studies show that 72% of all customers prefer using self-service support. That’s why we recommended investing in building up your knowledge bases and Q&A communities to better allow your customers to address any issues they have on their own. After all, the best way to support your customers is to give them tools they can use to support themselves.

Look at the big picture

Making a profit is always great, but it should never come at a cost to the customer. Putting the time and resources into improving the customers’ experience first and foremost, you’re more likely to start seeing positive results for your teams and business soon enough!


While this listicle is not guaranteed to give you immediate results for your business, it’s a good start on optimising the customer experience for your Service Desks. And in the end, it’s always important that you have the right tools to measure your effectiveness and make the best decisions to guide your team.

But if you’re still looking for more help with optimising your service desk, we offer several services and free training material you can use to do just that. From using Jira Service Management to enhance your ITSM processes to cleaning up your Confluence instances, we can help you deliver value FAST with your Atlassian stack.

Published: Nov 7, 2022

Updated: Mar 26, 2024