Empower Your Team with Self-Service Reporting in Jira Service Management Portal

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In today's fast-paced world, customers increasingly prefer to solve issues on their own before reaching out for help. According to Harvard Business Review, 81% of all customers attempt to take care of matters themselves before contacting a live representative. This trend underscores the growing importance of self-service solutions as they offer numerous benefits:

• Accessibility: Accessibility: Customers can access the information they need anytime, anywhere — even outside working hours, late at night, or during the holidays.

• Efficiency: Reduces waiting times and streamlines processes, allowing customers with complex issues requiring assistance to reach agents faster.

• Satisfaction: Leads to higher customer satisfaction by empowering users to solve their own problems, especially when it comes to straightforward problems.

Challenge:

Imagine Sarah, a service desk agent at a mid-sized tech company. She frequently needs to create customized reports on service desk performance, including data on ticket volumes, issue types, support tickets opened vs. resolved, and SLAs, among others. These reports need to be provided daily, weekly, and monthly to service desk users.

Creating these reports involves significant manual work for Sarah. The process often includes sending reports back and forth via email, which can cause confusion as to which is the most up-to-date information. Sarah struggles to ensure that everyone is viewing the latest data, which consumes valuable time and increases the risk of errors and miscommunication. These reports represent a significant overhead, requiring a lot of manual work and constant communication.

Solution:

The service desk at Sarah’s company is set up with Jira Service Management. By enhancing their JSM portal with the Advanced Portal Reports (APR) app, they were able to further optimize the self-service experience and enable portal users to generate reports themselves. Advanced Portal Reports can turn the JSM portal into a true self-service powerhouse — where users get the information they need, and agents get their time back.

Advanced Portal Reports (APR) is an app for Jira Service Management that addresses the challenges of sending performance reports back and forth, ensuring real-time data accuracy, and reducing communication overhead. By enabling JSM portal users to generate their own reports without needing to contact a support agent, APR ensures that they have access to the most up-to-date information. Here’s how APR makes a difference for JSM portal users:

• Customizable Reports: JSM portal users can create reports based on various criteria, such as priority, status, labels, components, issue types, and more — directly in the JSM portal.

• Exporting Capabilities: The app provides a quick and easy Excel export feature, directly in the JSM portal, allowing JSM portal users to manipulate data further as needed.

• Time-Saving: By empowering JSM portal users to generate their own reports, APR frees up valuable time for both users and agents.

With APR, service desk agents can focus on more important tasks rather than getting bogged down by repetitive, manual reporting duties. This enhances productivity for the team, while also ensuring a smooth customer experience as JSM portal users have access to a variety of self-service options, allowing them to get accurate and timely information.

With self-service becoming the norm, it is crucial to have the right tools to meet customer expectations. Given that 81% of customers prefer to resolve issues on their own before seeking help, are you providing enough self-service options in your service desk? Imagine the impact of empowering JSM portal users to generate their own reports, access real-time data, and reduce communication overhead.

Experience the benefits of streamlined, efficient, and accurate portal reporting by trying Advanced Portal Reports (APR) today. 

[Niss S]

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