Hi everyone!
I’m a representative of Sovereign World Labs. ReplyTurn is available on Atlassian Marketplace for Jira Service Management (JSM) and Customer Service Management (CSM).
ReplyTurn shows whether the next reply in a support request’s conversation should come from the support team or the customer.
Here is an illustrative example. A customer cannot sign in to their account, and the support team sets the request to “In Progress”:
- The customer writes: “I still can’t sign in.” ReplyTurn indicates that the support team needs to reply.
- A technician adds an internal note: “I’m looking into it.” The team still needs to reply, because the internal note is not a response to the customer.
- The technician sends a public reply to the customer. ReplyTurn indicates that the conversation is waiting for the customer’s response.
ReplyTurn also brings together requests that need a response from the team and shows the ones that have been waiting the longest first. The team can see which requests still need a reply and how long they have been waiting.
ReplyTurn on Atlassian Marketplace
https://marketplace.atlassian.com/apps/3588512601/replyturn
Prepared from the representative’s Spanish draft with AI assistance for product explanation, translation and editing.
