How to Upgrade Jira Service Desk Dynamic Forms?

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Are you looking for a more efficient way to collect necessary information for each request type in Jira Service Desk? Jira Service Management (JSM) is a powerful platform that helps teams to manage their service desk and customer support activities. One of the most valuable features of JSM is the ability to create forms that collect specific information from customers.

Creating a Jira Service Management Dynamic Forms requires a balance between providing enough details and keeping the process simple for users. Users prioritize the ease and simplicity of request forms, but at the same time, it's important to gather all the necessary information to address their issue effectively.

Publishing forms directly to your Jira Service Desk interface lets your service team easily collect the information they need for each request type.

Long and complicated request forms can often lead to users' frustration, ultimately affecting their experience with a service desk. That's where add-ons like Smart Jira forms come in. It helps you create dynamic and customizable Jira request forms that make it easy for users to provide the necessary details without overwhelming them with too many fields. The app's drag-and-drop interface allows you to add custom fields that adapt to the user's responses, making the process more intuitive and user-friendly. Plus, with the ability to link form fields to Jira fields, you can ensure that all the necessary information is captured and organized in a streamlined manner.

 

The benefits of adding a Jira dynamic forms to your customer portal

1. It allows you to collect the exact information you need for each request type. 

Smart Jira forms provide a wide range of field types that can be used to collect different types of information. These include text fields, drop-down lists, checkboxes, radio buttons, and more. Users can also customize the labels, help text, and error messages associated with each field, to ensure that customers understand what information is required and how to provide it. 

2. Requests are processed more quickly since they are not held in the Waiting for Customer.

Instead, agents can get to work right away, reducing the time it takes to resolve or clarify customer issues.

3. Smart Jira forms allow teams to design forms and with conditional logic that displays or hides fields dynamically based on user responses.

This approach ensures that users see only the fields that are relevant to their specific situation, which simplifies the form completion process and speeds up its completion. Moreover, Smart Jira forms with conditional logic help to improve the accuracy and comprehensiveness of the collected data, as users are more likely to provide accurate and complete information when the form is tailored to their needs.

4. Smart Jira forms is an add-on that can be integrated with JSM request forms to enhance its functionality or can be used separately.

These forms are highly configurable, providing users with the ability to create forms that capture the specific information needed to resolve particular types of customer requests. With Smart Jira forms, users can go beyond the standard fields provided by JSM request forms, making it easier for teams to collect the necessary data and provide accurate solutions to customers.

Create a form

First, users need to create a new form in the Smart Jira forms interface. This can be done by selecting the "add new" option and then choosing the form type from the list of available options. Once the form has been created, users can add fields to the form by dragging and dropping them from the field library.

Publish to Customer Portal

Once the form has been created, users can associate it with a specific request type in JSM. This is done by selecting the "Smart Jira Forms" option from the project settings menu and then choosing the appropriate request type. After that, it will be displayed to customers when they create a new request of that type.

 

When a customer completes a request, the information they provide will be automatically added to the associated JSM ticket. This makes it easy for service desk agents to review the information provided and take appropriate action to resolve the request.

To sum up

As businesses strive to provide better customer service, it's important to have a streamlined process for managing customer requests.

By creating custom forms that collect the exact information they need, JSM users can improve the accuracy and speed of their service desk operations while also improving the overall quality of service they provide. If you are a JSM user looking to improve your customer support process, Smart Jira forms is definitely worth considering.

Book a demo or start a trial to feel that difference.