JSM Rollout Email

[Peter Long]

Does anyone have or can point me to a rollout email template?

I'd like to send an email introducing JSM in the coming weeks and would like to see if Atlassian already has this type of template or if someone can help me out with one.

Thanks in advance.

[Riley Sullivan · Accepted solution]

Feel free to steal this one

Hi Team,

I am pleased to inform you that we are transitioning our Engineer Support teams to a new platform, Jira Service Management (JSM). This action is part of our ongoing commitment to increase teamwork and provide great service across our organization.

Jira Service Management is an incident management platform developed to improve team cooperation and optimize our workflows. With configurable capabilities and the capacity to drive efficiency in our workflows, we will have greater versatility. We believe that implementing JSM will completely transform our operations and give a more integrated and improved service management experience.

Here are a few key features and benefits that we anticipate will make a significant impact:

1. Streamlined Service Request Management: JSM has an easy-to-use portal for raising, tracking, and managing service requests. This means that we will reduce the number of requests that are lost, enhance response time, and track performance more effectively.

2. Enhanced Collaboration: With JSM, ES teams can collaborate on the same platform as our Product and Engineering teams. This will encourage cross-functional collaboration and cut down on time spent communicating between platforms.

3. Advanced Reporting and Analytics: JSM offers in-depth insights into our work. We can continuously enhance our services with this data through examining patterns, detecting bottlenecks, and benchmarking performance against our key goals.

4. Automation: JSM will assist us in automating regular tasks, saving us time, decreasing human error, and allowing us to focus on the most crucial areas of our business. It will also automatically update our tickets, keeping you all better informed.

5. Seamless Integration: JSM seamlessly interacts with our existing tools and software, resulting in a consistent, unified, and productive workflow experience.

Please keep in mind that we will be offering extensive training sessions to guarantee a smooth transition to this new system. In the next weeks, we will release the training schedule and more information.

I understand that change can be challenging, but I am confident that the introduction of Jira Service Management will bring considerable benefits to our team, our workflow, and ultimately our ability to deliver excellent service.

As always, your feedback is important to us. If you have any questions, concerns, or suggestions, please feel free to reach out to me or the implementation team.

[Peter Long]

Hi @Riley Sullivan , this is a fantastic template. It's a little geared towards what I would consider the agent team, did you have any communications when introducing JSM to the customer base?

[Riley Sullivan]

Hi @Peter Long 

Not with our customer base. Our Engineer Support and our other teams in Jira are strictly internal teams working with our front line teams, so our 'customers' are internal team members. 

You could highlight the features your customers will be using. Email requests, chat widget, knowledge base, customer portal, incident response, just a couple for example.

[Evgenii]

Hi, @Peter Long 

For your customers you can use such template

Subject: Introducing Jira Service Management - Elevating Your Customer Support Experience

Dear [Customer name],

We are thrilled to announce the launch of Jira Service Management, our new and improved customer support platform that will revolutionize the way we assist you.

At [Company Name], we understand the crucial role that exceptional customer service plays in building strong, long-lasting relationships. With Jira Service Management, we have made significant advancements to ensure that every interaction you have with our organization is seamless, efficient, and tailored to your unique needs.

Here are some key features of Jira Service Management that will greatly benefit you:

1. Streamlined Ticketing System: Jira Service Management offers a robust ticketing system that ensures your inquiries and issues are promptly addressed. You can submit tickets easily through various channels such as email, web forms, or our self-service portal. This streamlined approach allows us to prioritize your requests and provide timely resolutions.
2. Knowledge Base and Self-Service Options: Our comprehensive knowledge base, accessible through Jira Service Management, empowers you to find solutions quickly and independently. With a vast library of articles, FAQs, and troubleshooting guides, you can resolve common issues on your own, reducing wait times and enabling greater productivity.
3. Enhanced Collaboration: Jira Service Management facilitates seamless collaboration between you and our support team. Through the platform, you can communicate directly with our agents, share files, and track the progress of your requests in real-time. This collaborative approach ensures transparency and enables us to work together effectively towards resolving any challenges you may encounter.
4. Advanced Reporting and Analytics: Jira Service Management provides powerful reporting and analytics capabilities, allowing us to gain valuable insights into our support processes. These insights enable us to continually improve our services based on data-driven decision making, ensuring that you receive the highest level of support possible.
5. Integration with Jira: As part of the Jira family, Jira Service Management seamlessly integrates with other Jira products. This integration enables us to align and streamline our workflows, ensuring a more efficient support experience for you. We can track your issues, link them to relevant projects, and provide a comprehensive view of your support journey.

We are committed to delivering exceptional customer service, and Jira Service Management represents a significant step forward in achieving this goal. We believe that this platform will elevate your support experience, providing you with efficient, tailored, and personalized assistance whenever you need it.

To learn more about Jira Service Management and its exciting features, please visit our website [insert website link]. If you have any questions or require further assistance, our dedicated support team is ready to help. You can reach us at [support contact details].
Thank you for being a valued customer. We look forward to serving you better through Jira Service Management and continuing to exceed your expectations.

Warm regards,
[Company Name]
[Contact Information]

[Dan Breyen · Accepted solution]

Hi @Peter Long welcome to the community!  I was looking for something similar but didn't find a sample.  We are rolling it out on a customer basis, so I send each customer an email like this if they don't already have an account with our Portal.

"Hi <customer>, we are reviewing your <issue desc> issue. We <company name> are implementing a new Software Support Portal to better assist you with any questions you may have regarding our software. You should be getting an email invitation from us to sign up for an account. Please check your spam folder if you don't see it in the next day or so. You can also sign up for an account via the portal link here: <link to portal>

I’ll create a Service Request for your question in our Software Support Portal. We can communicate further on your issue there."

Feel free to tweak that if you'd like.

Hope it helps.