IT support agents: what are you struggling with? 🧐

Question

Hello Community members,

I’m calling out for all IT support agents using Jira Service Management! 💪

I’m interested, how do you handle multiple and never-ending exchanges with customers on a single JSM ticket:

* What’s the main reason for this comment accumulation?
* Which solutions did you find to overcome this problem?

Feel free to share anything, we’re trying to get an overview of support teams day-to-day main challenges 😊

Clara Belin-Brosseau_Elevatic · Answer

Thanks for your insight @Asha Goyal, it's really much appreciated!

Asha Goyal_0i7i5i · Answer

Hello @Clara Belin-Brosseau_Elements

We see the pattern that customer involves new things in the same ongoing ticket which leads to on going thing. To overcome this, we always ask them to create new ticket instead of handling it in same.

Thanks