Gestion des réclamations client

Question

bonjour

je poste cette demande à la communauté qui n'est pas d'accès technique mais plutôt processus et projet.

Mon management me demande d'étudier la faisabilité de mettre en place un processus de gestion des "réclamations" avec un système de reporting pour sur les délais.

Est-ce que quelqu’un au sein de la communauté à déjà traiter ce type de sujet dans JIRA ?

L'idée est d’échanger sur la faisabilité et éventuellement les limites rencontrées !

D'avance merci pour l'attention portée à ma demande

Bonnes fêtes.

Joseph Chung Yin · Answer

@Fabrice Gantois -

Using JSM to process this special ask is perfectly valid and doable.  I would recommend that you create a separate JSM project to track those issues with creation of custom request type for your customers to raise those issues in question.

Keep in mind that you can also use automation rule to trigger custom email notifications to the issue reporter for anything that are not a part of the default customer notification events.

Your team can also use the out of the box SLA setup to track and report how your teams are handling those issues.

Hope this also helps.

Best, Joseph Chung Yin

Fabrice Gantois · Answer

Hi Walter.

Thank you for your description of the "reclamation" process.

We will think about it to design our solution.

Best regards

Fabrice

Walter Buggenhout · Answer

Hi @Fabrice Gantois,

This is a fairly standard process to set up in Jira Service Management, even though it is not an IT use case.

All you would need, is the following:

* an intake form that people can use to file a complaint. It is probably a good idea to set up a specific issue type complaint and a matching request type "File a complaint" with custom fields to capture all the information you need.
* the process translates into a Jira workflow, as with every process you design inside the tool. Just create statuses as needed to represent the desired steps.
* SLA timers can be configured to allow you to track when you should respond and how.

It is probably a good idea to set up a separate project for complaints, unless you want the process to be part of an already existing service desk (e.g. one for a product or service you offer to you customers).

Hope this helps!