Incident happens - how to slash their costs? 🔪

[#1]

5 sentences that everybody should hear:

⚠️ Incident ALWAYS happens.

❌ Bad reviews and support tickets travel fast.

💸 Incidents generate costs - lack of service availability costs money

✅ You can stay proactive and turn error situations into positive customer service.

💬 Well-informed customer = satisfied customer

Don’t you agree? And now, what to do with it?

☝️ Spend a minute learning more about incident communication. With strategized incident communication, you can slash incident costs, be more likely to keep SLA, gain higher CSAT, and offload agents from customers' ping-pong communication.

How to do it?

Allow your customers to edit tickets or escalate them - give them space for feedback, reaction, changes

Share more context on the portal like linked issues to show incident complexity, blockers or that somebody else already submitted it (duplicates are horrible, aren’t they?)

Automate the process - create a system that will display more fields on the portal when JQL meets the conditions

Manage all reporters at once in bulk - faster, and don’t skip anybody

See this change 👇

Read the Incident Communication for Service Desk Agents whitepaper and take a look at what tools are helpful and how to implement them. 

#AtlassianCreator