5 easy steps to customize your Jira Service Management portal today

[#1]

Every business aims to deliver a fully satisfying customer experience. 

However, the generic look of your Jira Service Management can leave customers feeling disconnected from your brand. 

How can you create a Customer Portal that truly represents your company identity? Take a look at the guidelines below.

1. Configure your native Jira Service Management portal

Start by logging into your Jira instance and ensuring that you have the necessary Jira Admin permissions for configuration tasks. Once logged in, access the Jira Service Management settings within the administration panel, where you’ll find the necessary tools.

Define the request types that users can submit. Tailor them by adding specific fields and workflows that suit your organization’s needs. Next, create request forms that include relevant fields to gather all necessary information from users when they raise requests. 

Configuring request forms in Jira Service Management 

To streamline managing requests, you can also organize incoming requests into queues based on their type or the responsible team. 

2. Design visual identity  

To change the general look of your Customer Portal, you can use Portal settings. Adjusting its colors, images, logos, and overall design elements with advanced customization options it’s possible thanks to Theme Extension for Jira Service Management. The app is available for both Cloud and Data Center versions and it requires no technical skills to create a consistent look and feel.

Using Page settings in Theme Extension for Jira Service Management 

3. Set up SLAs and automation

Configuring Service Level Agreements is crucial, as it establishes clear response and resolution times for each request type. This helps set user expectations and maintain service quality.

Setting SLAs  in Jira Service Management 

You can also create automation rules to handle repetitive tasks. This can significantly enhance efficiency, allowing your team to focus on more complex issues.

4. Provide helpful content 

Clear communication is vital. It’s important to provide users with helpful content such as a knowledge base, FAQs, and announcements. This content empowers users to find answers independently. It can reduce the workload on support teams and improve HR service management in Jira. 

5. Monitor and improve portal usability

To further optimize your Jira Service Management portal, ensure that all elements are functioning properly. To verify this, you can collect feedback from stakeholders.

What’s more, monitor service desk KPIs such as response times or customer satisfaction scores. It will allow you to evaluate the portal's effectiveness. Regular analysis of this data will help you identify opportunities for improvement.

Final thoughts

Customizing your Jira Service Management portal is a comprehensive process that significantly impacts user experience and operational efficiency. 

By following these guidelines, you can create a portal that not only meets your organization’s needs but also offers a unique experience for users. 

Feel free to try out these approaches and let me know how they work for you!