JIRA is best choice for bug tracking tool and it can be project management tool at the same time. Since few time, I was wondering how it can be fit for Support System. Now in version 4.0 (Beta), Atlassian addressed this need.
Features in 4.0, that makes JIRA as a Support System
- Different Projects
- Ticket (terminology changed for Support System)
- Post-Ticket Pages
- Work Queues
- Email Integration
- Custom Landing Page
- Support Knowledge Base
- Log Phone Calls To Tickets
- SLAs
- Escalate Tickets
- Change Status After Comment
Since this is Atlassian’s first attempt to make JIRA as a Support System, some of features still not perfectly tuned or lacking. For example, there is not easy way to implement SLAs or ticket escalation. They suggested use Jelly Script or Service to enable those features. But that’s not easy for end-users (developer always has way).
Personally I would expect some more features:
- Auto-Assignment: This can be achieved by work flow and post back function. However it would be nice to have more easier way.
- Custom field on User Information: Like in issue, it would be nicer to have custom field option for user too. When it comes to support system, it may require to store more information about client e.g. Company Name, Address etc.
But it also include some nice and handy features like Email Integration and Change Status After Comment. Primarily JIRA is bug tracking tool so Atlassian must be showing way to developer that how to turn into into a Support System. As overall, JIRA 4.0 can be a Support System.
