New to JSM - Need help with setting it up and error logging

Rahul Pal_r11qu6

Hi,

I have some prior experience with Jira as a user working within an existing setup. However, I'm relatively new to Jira Service Management. As a beginner eager to learn and master JSM, I'd like to present a use case here and get some insights on how to fully utilize JSM's potential.

I am using JSM as a ticketing tool for the Customer Support team. I have the following questions:

1. Is JSM a good option for customer and technical support as a ticketing tool to keep records of investigations and communicate with customers? Engineering uses Jira for project management, where it works perfectly. I'd like to know how feasible JSM is for customer and technical support.
2. How can I group tickets from specific customers? Users from the same organization might submit multiple tickets using different email addresses. Is it possible to create separate accounts for each organization and add user accounts under them? Alternatively, can I set up a rule to automatically apply labels with the organization's name to each ticket, if that's an option?
3. Is there a way to trigger notifications for any failures? For instance, I currently have a setup that triggers Jira issues through emails. However, one user's email didn't trigger a Jira issue because they didn't have the correct role and permission (see attached email log). Is there a way to be notified about failures like this? In this case, I waited for a while and only discovered the issue when I manually checked the logs.
   
4. Is it possible to monitor metrics of issues such as First Response time, Resolution Time, Idle Time, SLAs etc. in JSM. Can we track them in an Analytics Dashboard?

These are the questions I have for now, but I might have more in the future. I'm looking forward to learning more from the experts here.

 

Thanks,
Rahul

 

P.S.: I am working on setting up a workflow for customer support that ensures everything is logged in Jira and makes collaboration with Engineering easier. With this goal in mind, I would like to proceed with Jira Service Management. However, if anyone thinks this might not be feasible for any reason, I'm open to suggestions.

Mayur Jadhav_30osel

Hi @Rahul Pal ,

Welcome to the Atlassian Community!!

Glad to know that you are already using Jira as user and you can learn more about JSM and be master into it. Atlassian University offers courses all content for free.

1. JSM is build to serve as ITSM tool for internal and external customers. Jira Service Management isn’t just for internal-facing teams – you can also use it to deliver exceptional service experiences to your external customers. Equipped with the customer service management template and powerful features designed specifically for external support, customer service teams can set SLAs, answer customer questions, prioritize requests, and collect feedback to ensure customers and business partners quickly get the help they need.

2. JSM has inbuilt features that is Organization to group the requestors. For more information please look at Group customers into organizations.

3.By default JSM does not support this functionality.

4. Yes you can create your own dashboard and add multiple gadgets.

 

 

 

Regards,
Mayur Jadhav