Empowering Teams with Jira Service Management
Jira Service Management is an endorsed tool for all-size teams: large-scale and small and medium businesses (SMB), enabling efficient service management and technical support. Regardless of the scale of operations, Jira Service Management provides comprehensive solutions, facilitating the tracking, management, and monitoring of response and resolution times for issues. With Jira Service Management, teams can effectively coordinate their tickets, respond to requests rapidly and effectively, and refine customer service processes, ultimately delivering increased value to the entire organization.
Customer portal – a single point of contact with a customer
One of the biggest exclusive features is the customer portal – a central hub for interactions between customers and the organization.
It serves as a single point of contact where customers can submit requests, which the organization arranges according to its schemes. There can be as many request types as you need, which greatly streamlines the process of accepting tickets. Customer portal divides users from customers, streamlines communication between both sides, and speeds up the process of issue reporting (and then resolution).
What main action can you take via the customer portal as a customer?
- make a request
- reach out to the agent with comments
Customer portal is an exceptional tool for creating a perfect match with customer support and technical teams. Although, there are some common issues that appear. Sometimes native features are not enough to provide the service you wish, but you can achieve it with the help of third-party tools like Feature Bundle for Jira Service Management. We listed 3 common issues that you can solve with only one app.
Common issue #1 – Customers can’t make changes on created requests
Once the request is made, there is no way to make a change in it. And we know how many times a situation changes or somebody simply makes a mistake. Then, customers have to put updates to the comments, and agents have to edit requests by themselves instead of focusing on resolution. Often this situation happens not only once, and it disrupts the process of dealing with a ticket.
What is the answer for that? Self-service approach.
Allow your customer to edit requests and make changes when needed. Why engage agents to actions that can be done by customers? It streamlines the process and eliminates spare communication and work.
Probably you think about how to avoid chaos when customers can change their minds every single second. There is a simple answer. Agents can narrow editing the request to the request type, group, and time and set up how many times it can be done.
Power of edit request:
- Improved communication: eliminating spare communication between agents and customers
- Efficient agents workflow: saving agents time and speed up ticket resolutions
- Enhanced service: meeting SLA faster due to not engaging agents in making changes
- Self-service approach: improving efficient workflow and level of customer support
Going a step further, in this case, customers can also escalate tickets. Why?
Allowing clients to escalate Jira tickets enables us to provide excellent customer service while also expediting critical ticket resolution. When the ticket is really urgent, customers can escalate the issue with the edit request button – you can adjust button text. It will be displayed with an ESCALATED status. Agents can also create a special queue for those requests. Thanks to this, agents can prioritize critical requests easier.
The “Escalate” button not only changes the ticket status but also adds a comment under the issue, detailing who made the escalation and when it occurred. Customers and agents are constantly up-to-date.
Power of escalation:
- Improved Urgency Management: enabling support teams to quickly identify and address critical cases, avoiding any unnecessary delays in resolution.
- Enhanced Transparency: increased transparency in issue tracking thanks to status changing
- Efficient Agent Workflow: when a ticket is escalated, support agents can immediately identify it in a special “escalated” queue.
- Improved Collaboration: customers and agents with transparency of actions
Common issue #2 – Customers are not informed up front about ongoing incidents
Actively informing customers may result in fewer tickets to handle. A well-informed customer is more aware of actions and results. When you know about a global crash you are dealing with, ensure your customers will be informed and won’t create hundreds of the exact tickets. How to create a notification that won’t be missed? Emails don’t work, and we don’t recommend using a different communication channel than the customer portal.
Announcement banners to the rescue.
With dynamic banners, you can create a notification that will be eye-catching and, what’s more, will be placed on the Customer Portal – wherever you need it. You can adjust display conditions on when, where and for who the banner will be visible.
With this feature, you can create more than one banner, what’s a huge difference between native functionality. You can put colors, gifs, you can do it with HTML or rich text – anything to be sure your customers will notice.
The same when it comes to holidays – why not preempt customers about upcoming free days, busy and overload periods, or maintenance? If you know that something is repetitive, schedule banners and automate recurring situations.
The power of dynamic announcements:
- Streamlined communication: Customers are well-informed
- Queue transparency: customers warned about bug or breakdown won’t create the same request
- Eliminate spare communication: customers know what going on and they won’t call or email you
- Improved customer relations: transparency is a key. If you informed about overload months, customers won’t get impatient
Common issue #3 Customers don’t know what stage their ticket is
Customers create the ticket and wait. Wait for information, update from agents, and more impatient once, will ask in comments. It generates spare work and distracts agents from the resolution process. Of course, customers see the status, but do they know when the final stage is? No.
What if customers could see the request steps on the portal? Changed appropriately to suit what is happening to it?
With displayed workflow on the customer portal, customers know if their ticket is already in resolution and how long it takes to the end. Of course, they don’t require specific information about what exactly is going on in the developer’s kitchen, but it is worth giving them general information.
With the request steps feature, agents can display ticket status on the portal. You can adjust steps to your internal process – you can narrow it down to 3 steps or more, as you need. When agents change ticket status, it will also change on the portal according to how the watch is set up. In one displayed step on the portal, you can include many statuses that are happening in the team. If the structure of solving issues is complicated, that’s nothing – just bundle several stages into one step.
Power of request steps:
- Agents with efficient workflow: once again, you save their time
- Focus on resolution, not recurring and tedious messages
- Increased communication: well-informed customer with higher trust
Those 3 common issues and their solutions are a perfect example of what powerful features you can find on the Marketplace. In this case, you need only one app. Atlassian Marketplace is a main source of remedies for Jira native functionality gaps. Our trusted partner, Appsvio, created an app that solves not one problem but many. With Feature Bundle you can create a self-service customer portal and unique customer support experience.
For further insights into the advantages of our Jira Service Management for your organization, feel free to reach out to us.
About iZeno
iZeno was founded in 2003 to provide enterprises with best-in-class technology solutions they need to keep their business running seamlessly. With a team of 85+ in-house innovators, we have delivered over 500 Enterprise Solutions, implemented and optimized to enable smarter insights. Our team draws on industry experiences in accomplishing a portfolio of mission-critical applications, integrating DevOps, ITSM, Cloud, CRM & CX, and other leading technologies with our clients’ existing IT frameworks.
With a leading presence in the region, headquartered in Singapore and operations in Malaysia, Indonesia, Thailand, and the Philippines, no project is too complex for us, and our team is always ready for new challenges.