Challenge
A legacy helpdesk that couldn’t keep up.
The organization relied on a legacy helpdesk platform that no longer met operational requirements — lacking the workflow flexibility, modern reporting, automation, and integration options a growing business needed.
Key challenges
- Limited visibility into support workload
- Manual ticket routing and assignment
- Inconsistent service request handling
- Poor reporting and SLA tracking
- Lack of automation capabilities
- Difficult integration with modern IT tools
- Reduced experience for employees submitting requests
The objective: replace the outdated service desk with a scalable, enterprise-grade platform built to support future growth.
Solution
A full move to Jira Service Management.
A complete migration from the legacy helpdesk system to Jira Service Management was performed.
Implementation activities
- Jira Service Management deployment
- Workflow design and customization
- Service catalog development
- SLA implementation
- Automation rule creation
- User portal deployment
- Historical ticket migration
- Staff training and adoption support
The new platform standardized support processes while significantly improving visibility into service-delivery performance.
Results
A modern, scalable ITSM foundation.
- Successfully migrated from the legacy helpdesk platform
- Centralized IT support operations
- Improved ticket tracking and accountability
- Automated request routing and escalation
- Enhanced service reporting and KPI visibility
- Improved end-user experience
- Established a scalable ITSM foundation
Technical specifications
Platform, processes and features.
Platform
- Jira Service Management
- Atlassian Automation
- Customer portal
Processes
- Incident management
- Service requests
- Change requests
- Access requests
- Asset tracking
Features
- Automated ticket routing
- SLA monitoring
- Escalation rules
- Approval workflows
- Dashboard reporting