How can I encourage users to engage with the Jira platform?

Question

Hello all,

I am looking for a way to get users excited about using Jira for support.  I have noticed this in other software support environments as well as my experience with Jira and I am curious about how others have addressed this issue.  Users typically would rather call in a support request and speak with a developer and by-pass the issue creation.  I would love to see more dialog in the issue comments as well as resolution descriptions.  How can I 'show off' the benefits of updating and tracking issues in Jira?

p.s.

I don't think it is possible for users to engage with Jira in ways other than just entering issues via a support portal or email without a license.  The process has very little feedback or reward for the user.  Is anyone here activating licenses for users or departments and how is that working for you?

Thanks for any advice!

Michael Yaroshefsky - Visor for Jira · Accepted Answer

Hey @Christopher Holmes

I think the key here is to make your communication focused on the benefits to those users you are addressing.

This may seem obvious, but often when we're asked to make a change, and adopt a new process our assumption is typically that it's for the benefit of the organization, or someone else, and not me.

I would focus on making it clear how everyone using Jira helps them as individuals to get their issues resolved more quickly and reliably, with clear visibility on how their issue is progressing without having to make the effort of reaching out to contact someone for an update.

Focus on what the key factor is in their avoidance to adoption (in your case it sounds like effort - they think it's easier to bypass the "extra" effort of creating an issue).

Show how using Jira correctly actually addresses that factor (i.e. it reduces the amount of overall effort required on their part, through automation, streamlining, and reducing time spent on the phone/in chats).

In the same vein you could focus on how adding detail to the issue at the outset reduces the likelihood of further back and forth communication to clarify details. You could also show how issues that lack details are less likely to get picked up immediately.

You could employ everyday analogies about short term pain/effort being much smaller compared to the long term pain/effort incurred by avoiding short term effort.

Numbers always help too, if you could come up with some rough numbers on how much longer you expect it takes for an issue without details to be solved/addressed/started, that would help, again make it about the direct reward for them and how it makes their life easier, even if that is not obvious at first sight.

Hope that helps!

Mike