Solution
The NZZ Media Group worked with two different helpdesk solutions, which led to constant confusion among support staff. The general dissatisfaction was evident in all phases of support ticket processing, from opening to closing. The complex IT systems required for this extensive media production lead to numerous support requests every day. bitvoodoo focused on consolidating the two existing helpdesk solutions, with the aim of simplifying the IT support processes and speeding up the response time to service requests. For this purpose, bitvoodoo developed a simple, attractive portal with Jira Service Management that allows easier access to support, and consolidated the design for different request types. In addition, NZZ has decided to host its instances on the Atlassian Cloud so that they no longer have to worry about hosting issues such as updates and upgrades.
The new system facilitates the work of the support staff enormously and increases their productivity. The implementation of Jira Service Management has improved the professional workflow management of support requests. Now, the optimized support process meets the qualified operating standards of a leading national newspaper.
