How to manage the inner team workflow

Question

Context:

I have some customers and now I wanna manage the after-sale workflow in JIRA Service Management(Let me call it JSM). Is it possible?

For example, a customer want to cancel the order now and send the request to my JIRA. Now I have received the request and want to forward it to Logistic team and ask their approve to proceed in JSM as well in the next step. Is it possible or some best practice case? I want this whole process to be all set in the JSM: received cancel request -> confirmed by customer service -> confirmed by logistic team (inner workflow in JSM) -> refund in the shop.

Thanks in advance!

Margarita Levanovich · Answer

Hi Esme,
how about these 3 steps?

1) Create additional issue types (so that you have Cancellation request and other types as an option besides Task, Bug etc.)

2) Create several workflow statuses (Received, Confirmed by customer, Confirmed by logictics)

3) Assign rules to those statuses (After issue gets transitioned from Confirmed by customer to Confirmed by logictics, it is assigned to person X from the logistics team).

Of course all involved team members must be invited to the respective JSM project.

Megha Rajanna · Answer

HI @Esme Wang

Yes, it is absolutely possible to manage after-sale workflows in JIRA Service Management (JSM), and your scenario aligns well with common use cases for service management. Here's how you can set up and manage the workflow you described within JSM:

* Define Request Types: Start by defining specific request types within JSM to represent different after-sale scenarios, such as "Order Cancellation," "Refund Request," or "Exchange Request." Each request type can have its own set of fields and forms tailored to capture relevant information.

* Customize Workflows: Create custom workflows for each request type to define the steps and statuses involved in the after-sale process. For your example, you might have steps like "Received Cancel Request," "Confirmed by Customer Service," "Approved by Logistics Team," and "Refund Processed." Define transitions between these steps and any necessary conditions or validations.

* Assigning and Tracking Requests: Utilize JSM's automation rules or manual assignment features to ensure that incoming requests are assigned to the appropriate team or individual for handling. You can set up queues to organize and prioritize requests based on their status or urgency.

* Collaboration and Communication: Foster collaboration between teams by using comments, @mentions, and internal notes within JSM tickets. This allows customer service agents to communicate with the logistics team directly within the ticket, facilitating faster resolution and reducing the need for external communication channels.

* Automate Approval Processes: Implement approval automation within JSM to streamline the process of obtaining approval from the logistics team. This can be done using automation rules or integrations with approval management tools. Notifications can be sent automatically to the logistics team when their approval is required, and their response can be captured directly within the ticket.

* Integration with External Systems: Integrate JSM with your e-commerce platform, ERP system, or other relevant systems to automate data synchronization and streamline processes further. For example, upon approval from the logistics team, you can trigger actions in your e-commerce platform to initiate the refund process automatically.

* Reporting and Analysis: Use JSM's reporting and analytics features to track key performance indicators (KPIs) related to your after-sale workflows, such as resolution times, customer satisfaction scores, and trends in request volume. This data can help you identify areas for improvement and optimize your processes over time.

By following these best practices and leveraging the features available in JIRA Service Management, you can effectively manage after-sale workflows, streamline processes, and deliver excellent customer service to your customers.

THANK YOU