4 must-have customer actions on the service desk portal

[#1]

Hi Community 🙌

I want to share my thoughts about customer actions on the service desk portal that we all should implement, but maybe you don't know yet that you can 😊 The more customers can do it by themselves, the fewer agents have to do it, and the resolution process goes smoother.

I did all of them with Feature Bundle app. I put screens and links that may be useful.  

Let’s make it a story. Emily works at BestCompanyEver, and she is facing several issues and needs assistance from the IT department through the service desk portal. 

1️⃣ Edit request - allow your customers to edit Jira tickets

Emily notices her company-provided laptop is running slow, affecting her productivity. She logs into the service desk portal and submits a ticket describing her issue. 

After submitting the ticket, Emily realizes she forgot to mention an important detail about the issue. She goes back to the service desk portal and uses the Edit Request feature to add the missing information.

2️⃣ Escalating the Ticket

A few days pass, and Emily’s issue hasn't been resolved. She urgently needs her laptop to be fixed for an upcoming presentation. Emily decides to escalate her ticket to ensure it gets higher priority.

 Now, here ticket has the status “escalated,” and it is in other agents’ queue. 

Note: In the escalation process with our app, the status can be automatically changed to the one you choose.  

3️⃣ Creating and Saving a New Ticket as a Draft

While waiting for her laptop issue to be resolved, Emily encounters a network connectivity problem. She starts to create a new ticket but realizes she doesn't have all the necessary information to complete it. She decides to save the ticket as a draft to gather more details.

Completing the Draft Ticket

Emily gathers the required information about the network issue and returns to the portal to complete her draft ticket.

Watch the configuration here. 

 4️⃣ Approval Process: for Equipment Request

Emily’s manager requested that she get a new external hard drive to back up her marketing data. Emily submitted a new ticket for this request, which needs managerial approval due to company policy on new equipment requests.

Emily's manager reviews the ticket and approves the request, allowing the IT department to proceed with the purchase and setup.

Those actions are easy for the project admin to configure and are only for chosen request types. If you want to examine the configuration process more deeply, open the documentation. 

If any questions or ideas, comment sections awaits 🙌

You can read the full article here. 

#AtlassianCreator