Change might not be fast and it isn't always easy. But with time and effort, almost any habit can be reshaped. ― Charles Duhigg
Change might not be fast and it isn't always easy. But with time and effort, almost any habit can be reshaped.
― Charles Duhigg
People are by nature resistant to change, and that is why so many people in an organization will resist a new initiative or idea.
We have been using JSM now for 8 months and still 70% of our requests are generated through emails. So what do you do to move people over to use the Help Center, or Halp as the main ticket channel|https://support.atlassian.com/jira-service-management-cloud/docs/what-are-ticket-channels/? Do you turn off the email channel? Do you change the SLA for emailed requests?
What are your best tips to get users change their behavior and use the Help Center?
@Mikael Sandberg - to slowly increase usage of non-email channels, include the link to your portal everywhere you can - your email signatures, your closing auto-reply in a ticket ("if you have any other questions, just open a ticket at https://support.sandberg.co[1]).
I'd also emphasize (in an auto-reply) to emailed-in requests that response times will be longer to emailed requests (naturally triage time is longer!), and for a faster response, to go to your support portal.
[1] no idea if that's a working URL 😅
I have seen it both way:
I do like the idea of working with different ideas based on the channel.. if there is one thing customers respond to is (the lack of) preferential treatment.
I like the gradual approach. We're beginning implementation, and need to create tickets for people and encourage them to use the new ways. Couldn't you do some sort of automation to automatically reply to email tickets with some sort of lingo, then you're not having to do it manually.
I like the gradual approach idea.
It looks like you're new here. Sign in or register to get started.
