Blogpost-display-image_When do I use JSM queues vs. dashboards-Finding 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 over to or just starting off with Jira Service Management:

  1. 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.
    1. By utilizing the customer portal through request types, you can take full advantage of quick support request 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.
  2. 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.
  3. Forget about SLAs.  When tracking performance metrics in your Service Desk, Atlassian makes it easy to configure SLAs, allowing visuals references in the support requests and well as generating reports.
  4. 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.

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 you organization's needs, or are looking for expert advice on all things Atlassian, contact us, we would love to help!

Robert Davenport

Written by Robert Davenport

Praecipio Consulting is an Atlassian Platinum Partner

This means that we have the most experience working with Atlassian tools and have insight into new products, features, and beta testing. Through our profound knowledge of Atlassian environments and their intricacies, we can guide your organization as you navigate these important changes.

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