2 min read

Using SLAs + Automation to set customer expectations in JSM

By Rebecca Schwartz on Jan 19, 2021 9:51:00 AM

Blogpost-display-image_Using SLAs + Automation to set customer expectations in JSMWhen using Jira Service Management to manage your team's service desk, it's extremely important to ensure that your end-users have a good experience. Otherwise, they may become frustrated with the tool and stop using it to submit requests. With the broad range of clients we serve at Praecipio Consulting, we've found one of the biggest keys to a successful service desk is clearly setting customer expectations and meeting those expectations consistently. Jira Service Management comes with Service-Level Agreements (SLAs) that teams can use to set those expectations and give customers transparency around them. It's important to set reasonable goals for your SLAs, and with automation you can make it easier for your agents to stay on top of those goals so your customers are satisfied.

Here's how:

Automate alerts to agents when SLAs are about to be breached

For your SLAs, it's important to be consistent with meeting the expected goals assigned to them. This allows your agents to build trust with customers and encourages customers to continuously use the service desk for their requests. With automation, agents can be alerted when time is running out on an SLA. For the automation rule, there's a trigger titled "SLA Threshold Breached" that works perfectly in this scenario. This trigger allows you to set when an alert should send to the assignee of the request based on how much time is left on the particular SLA. The assignee is then made aware that they need to make progress on the issue and can stay on top of the SLA goal. This, in turn, leads to a happier customer and an increased sense of trust in your agents. 

Automate alerts to customers if a ticket is pending their response 

It's good practice in a service desk to configure so that if a ticket is pending a response from the customer, a "Waiting for Customer SLA" is set to give them time to respond. If the time passes on that SLA (we don't receive a response from the customer after a certain amount of days), the ticket is automatically resolved. Before we automate this though, it can be helpful to send out an alert to the customer to remind them that the ticket is waiting on their response. I've seen customers become frustrated when a ticket is resolved without alerting them that it was waiting on their response, as they simply forgot about their pending request. Sending out reminders sets clear expectations with the customer that the ticket has not made further progress due to inaction on their end and gives them the chance to interact with the request before it's automatically resolved. Other times, you may not receive a response from the customer because they no longer need your assistance. In these situations, the automation to resolve tickets pending customer action after the "Waiting for Customer SLA" is breached can save your agents time and effort, as they don't have to keep track of the time pending a customer response and manually resolve the ticket themselves.

We've seen so many clients reap the benefits of using automation to help their teams stay on top of their SLAs. Not only does it build trust with customers and in your organization; it also fortifies your service desk and improves your the experiences of your end users and agents! If you need help with SLAs, or anything else Atlassian, reach out and one of our experts will contact you ASAP!

Topics: automation service-level-agreement jira-service-management
3 min read

Expedite Approvals with Confluence

By Praecipio Consulting on Aug 4, 2016 11:00:00 AM

According to IDC's 2015 report, The Document Disconnect, 76% of executives and managers in sales, HR, procurement, legal, and other departments estimate that fixing the “document disconnect” can lead to document process issues impact revenue recognition or create auditor issues. As process improvement experts, we at Praecipio Consulting love saving our clients money by mitigating wasted time and helping them do work faster. With that in mind, we've compiled our top 4 tips to get faster approvals leveraging DocuSign for Confluence to integrate your mission critical document tools. 

1. Maximize Your Macros 

Confluence macros add significant value to your document drafting process with their features and functionality. Just select from your macro options and voìla - your desired information appears! By utilizing the out-of-the-box DocuSign for Confluence macros, you can simply drop the macro for your DocuSign tabs (ex. signature, initials, date, title, and more!) into your document right inside of Confluence. Adding this functionality to your document drafting allows you to save time otherwise spent selecting and adding these approval actions outside of Confluence, and also ensures that your document collaborators can see the macros you're adding and where.

Select from the menu of macros to inform your signee of what do provide.

2. Template-ize It! 

Think of the documents you create the most frequently. From sales and marketing to HR and legal, every department has documents that need signatures and approvals on a daily basis (often multiple times a day). Save your team countless hours by creating Confluence templates for these frequently used documents and reduce unnecessarily wasted time. Your Space administrator can add these templates (including the aforementioned DocuSign macros) to your instance, in the spaces you need them, so you can now spin up your next contract with the click of a mouse. 


In Confluence, click 'Create' and get prompted with both custom and out-of-the-box templates.

3. Streamline Sending 

It's simple logic: the faster you send your document, the faster you can get approvals. However, cumbersome sending processes can keep you from firing off that contract as quickly as you'd like. Leverage DocuSign for Confluence to send documents from Confluence (including all the attachments and pages your heart desires) to not one, not two, but as many recipients as you want! Set action type and order in this same step to determine who needs to sign, who needs to receive a copy, and the sequence in which these actions will occur. 

When adding recipients inside your organization, names are pulled from your Confluence user directory so you can send even faster.

4. Track in Real-Time  

Being able to see where your document is in the approval process is invaluable when you're waiting for that proverbial ink to dry. DocuSign for Confluence provides real-time status notifications so you can track your documents, from sending to completion. By simply clicking the DocuSign lozenge at the top of your Confluence page, you see what stage your document is in and who has completed what action. Additionally, clicking the status to see approval actions on the document in DocuSign. This level of visibility allows you to see when you're DocuSign envelope has been created, sent, and signed to give you the most accurate document tracking. 

View the status of all your DocuSign Envelopes in one streamlined view.

Improving processes relies heavily on cutting our unnecessary intermediary steps that can become blockers. It's these steps that, unchecked, can cost a company thousands of hours that could otherwise be spent focused on core competencies. As process experts, we recommend to all our clients- from 20 person startups to Fortune 5 enterprises- to ask themselves the following questions regarding their processes:

  • Can it be repeated? 

  • Can we automate it?

  • Can we eliminate unnecessary steps?

By optimizing your repeatable e-signature processes with DocuSign for Confluence, your organization not only saves time, but also reduces document processing issues that cut into profit or jeopardize compliance with auditing agencies. 

Ready to expedite your e-signatures? Get DocuSign for Confluence and start getting your fastest approvals.

Topics: atlassian blog confluence experts hipaa marketplace process-consulting regulation sign service-level-agreement tracking compliance docusign e-signature fda integration productivity atlassian-products marketplace-apps bespoke

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