Have you found yourself in need of a solution where others can request for service, help and support without sending an email? Do you have stakeholders constantly asking for status updates on things they emailed you 20 mins ago? If so, you might be looking for a service desk solution, and Atlassian has a solution for you: Jira Service Management. Here are four things you shouldn’t do when converting to or just starting off with JSM:
Don’t forget about the portal. At first it might seem like extra effort because you can utilize SLAs and automation without a portal, but you will be doing your customers and yourself a disservice. That, and you might be spending more than you should.
By utilizing the customer portal through request types, you can take full advantage of quick support requests with helper text, self service functionality, and customer alerting, allowing your agents to focus on resolving requests, and your customer to have a simple portal for updates and visibility.
Don’t forget about approvals. JSM makes approval auditing super simple. Through simple query filters you are able to generate reports around approvals. You can easily identify within the support requests, which approvals and who declined or approved. And all of this can be done through the customer portal (see 1 above), with one-click approval or denial.
Don’t forget about SLAs. When tracking performance metrics in your Service Desk, Atlassian makes it easy to configure SLAs, allowing visual references in the support requests as well as generating reports.
Don’t forget about Automation. Through simple “if..then” logic, Atlassian makes automating routine tasks a breeze. Tired of aging support requests junking up your resolve status? Add an auto-close automation to move them directly to Close without passing Reopen.
In their 2022 report, Gartner named Atlassian’s ITSM platform, Jira Service Management or JSM, as a leader in their Magic Quadrant for ITSM. By taking advantage of the powerful out-of-the-box features provided by Atlassian's Jira Service Management, you will be simplifying your life and delighting your customers. If you're wondering if it's the right fit for youryou organization's needs, or are looking for expert advice on all things Atlassian, contact us, we would love to help!