Good and efficient customer service is a decisive competitive advantage in the digital age, where providers have become easily interchangeable. In order to provide outstanding customer support, companies need a solution that efficiently manages customer requests, relieves support staff and improves the customer experience. Jira Service Management (JSM) has established itself as a versatile and powerful platform that goes beyond traditional IT service management to include customer support. In this article, you will learn why Jira Service Management as a customer portal is the ideal and future-proof solution.
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Increasing efficiency despite rising customer inquiries: why flexible solutions are in demand
Companies are faced with the challenge of efficiently handling increasing customer inquiries, while conventional tools are often expensive, inflexible and difficult to use. According to Gartner, many companies suffer from complex systems that cannot keep up with the speed of modern customer needs. At the same time, organizations lose up to 25 % of efficiency due to fragmented IT systems and silos, Forrester found. This creates an urgent need for a solution that is easy to implement, promotes collaboration and saves costs in the long term.
Available customer support portal systems on the market
There are numerous solutions on the market:
- Zendesk
- ServiceNow
- Jira Service Management (JSM)
- Salesforce Service Cloud
- Freshdesk
While many of these tools have specific strengths, no platform is as comprehensively integrated as Jira Service Management. According to a report by Forrester, the combination of ease of use, powerful functions and modern technology has won over many companies.
Info box: We recently published a detailed feature comparison of the top 3 solutions, Zendesk, ServiceNow and JSM: Service management platforms in comparison: Jira Service Management vs. ServiceNow vs. Zendesk - XALT
The top 5 challenges with current customer support systems
1. fragmented teams and insufficient integration
Many platforms struggle to effectively connect developer, IT and business teams. This leads to silos and delays problem solving.
JSM provides a central platform that is seamlessly integrated with DevOps tools such as Bitbucket and Confluence. Teams can collaborate more effectively and resolve incidents faster.
2. limited flexibility for non-IT teams
Tools such as Salesforce Service Cloud or ServiceNow focus heavily on IT service management and offer little flexibility for other business areas such as HR or facility management.
In JSM, teams can set up and manage support portals independently, which promotes autonomy and relieves the burden on IT teams. Currently, 60 % of users use JSM for non-IT support.
3. overloaded functions and unnecessary complexity
Many platforms, especially ServiceNow, offer extensive functions that are not always needed. This leads to an overloaded user interface and increases the learning curve.
JSM offers an intuitive, user-friendly interface with a modern ITIL implementation. Teams can only activate the functions they actually need, which increases user-friendliness.
Find out here: 5 reasons why traditional support systems fail - and how to solve the problem once and for all.
4. complexity of implementation and maintenance
Many systems such as ServiceNow or Salesforce Service Cloud require expensive consulting services and lengthy implementation phases. In addition, maintenance is often complex and requires high IT resources.
JSM is Easy to implement with ready-made templates and AI-supported configuration. Automatic updates ensure continuous innovation without downtime.
5. hidden costs and unclear pricing
Tools such as ServiceNow are known for their opaque license models with hidden additional costs for modules and add-ons. Freshdesk and Zendesk also often charge fees for additional users or functions.
JSM, on the other hand, works with transparent pricing without hidden fees.
Top 5 reasons why Jira Service Management as a customer portal is the ideal and future-proof solution
The main reasons why JSM offers the ideal solution for excellent customer support today and in the future are based on a combination of user-friendliness, integration and modern technology.
1. seamless integration and collaboration
Above all, efficient processes require seamless collaboration between all parties involved and thus the elimination of silos in companies. JSM enables close collaboration between development, IT operations and business teams by allowing incidents, changes and support requests to be processed on a single platform.
Through integration with other Atlassian tools (e.g. Jira for ticket management or Confluence as a knowledge database for self-service), but also the possibility of integrating third-party systems (e.g. Salesforce, Hubspot, M365), JSM creates a centralized view of work processes.
As a result, customer satisfaction increases because, on the one hand, they can handle their concerns independently via the self-service. At the same time, the optimized communication and transparency provided by the central support system mean that customers' problems and queries are resolved more quickly.
2. modern AI-supported functions
AI can significantly reduce the workload for support teams by handling recurring administrative tasks independently, answering routine requests and freeing up support staff to focus on more complex issues. Jira Service Management uses generative AI to automatically process requests, analyze incidents faster and provide summaries for support staff. These features are already included in the Premium and Enterprise plans, at no additional cost. Examples include virtual agents, AIOps functions and AI-supported configuration.
An AI-supported customer support portal relieves your teams and helps to solve problems faster.
Info: AIOps (Artificial Intelligence for IT Operations) refers to the use of artificial intelligence and machine learning to make IT operating processes more efficient and intelligent. AIOps functions help to analyse large amounts of data from IT systems, identify and prioritize problems and propose or implement automated solutions.
6 AI customer support trends for 2025
Reduce costs, increase customer satisfaction and impress with AI-supported support.
3. flexibility for IT and non-IT teams
Jira Service Management is not only designed for IT teams. Non-technical teams such as HR, accounting teams or customer support can set up and manage their service portals independently thanks to JSM's user-friendly interface and configurable workflows. This autonomy allows companies to centralize customer interactions while reducing dependency on IT resources.
4. faster implementation and ease of use
Compared to complex alternatives like ServiceNow, Jira Service Management is easy to set up and use. With pre-built templates, out-of-the-box workflows, AI-driven configuration and a user-friendly interface, teams can quickly adapt the platform. Teams can configure and customize the platform to meet their specific support needs while aligning with other processes across the organization. This significantly reduces time-to-value without the need for expensive consultancy services.
You can calculate the ROI of Jira Service Management on Forrester. Follow this link: Calculate ROI.
5. transparent pricing model and cost control
Jira Service Management offers clear, inclusive pricing. The platform charges per agent, with no additional fees for end users (e.g. customers submitting requests). There are no hidden additional costs, as is common with other providers, e.g. through add-ons or separate modules. Unlike many competitors, JSM offers robust support features without the need for additional modules or surprise expenses during renewal periods.
This ensures affordable scalability, even as your customer base grows, and cost transparency ensures that the budget is not overspent.
Info box: The ROI of Jira Service Management - Work Life by Atlassian
Conclusion
Jira Service Management combines flexibility, innovation and cost-efficiency into a customer support portal that perfectly meets the needs of modern businesses. Its transparent pricing, intuitive setup, collaborative platform and AI capabilities make it an outstanding choice for organizations looking to improve their customer service and be ready for current and future customer demands.
By leveraging JSM's robust functionality, your organization can deliver exceptional quality of support, build customer trust and increase team efficiency.
