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Every customer feedback may hold significance, but it can be challenging to manage an excessive number of tickets. As a support engineer, tracking tickets can be challenging for several reasons.
Atlassian offers popular products like Jira Service Management, which is widely used for customer service and issue tracking. Even using the best tools, you might encounter a few challenges.
Here are some challenges you might encounter when tracking tickets, along with suggestions to address these challenges using an Excel-like Issue Editor.
Atlassian support often operates with service level agreements (SLAs) that define response and resolution times. Meeting these SLAs while dealing with a high volume of tickets requires efficient tracking and prioritization.
For example, if you want to monitor a ticket that will breach SLA ‘With Support’ in 6 hours, you can use:
"With Support" < remaining ("6h")
Then, proceed with creating the new Smart Filter using that JQL. Now, you can monitor the number of issues directly via the Smart Filter.
Customers may submit multiple tickets for the same issue to get your attention, leading to duplicate work from different departments. You need to ensure each ticket is assigned to the right support engineer. Incorrect routing can also lead to delays and customer frustration.
Use JQL Editor to change your JQL to return all issue keys from all Jira Service Management projects. Create a new Smart Filter using the JQL to find a specific keyword to find those similar tickets.
Occasionally, you may prefer to gain a quick insight without creating a new Smart Filter. In such cases, you can conveniently search out similar tickets using the search field bar and then assign those tickets to the right team.
Some tickets may require escalation to higher-level support or development teams. Managing this process efficiently is crucial to resolve complex issues.
One of the ways to look for complex issues is by looking at the number of comments. If there are too many comments between your support engineers and customers, this might upset the customer.
Use the ‘Comments’ column to search for the highest comments. Review the ticket and change the ticket's priority. Then, leave a comment using the Comment Side Panel to get someone’s attention to check the ticket.
In conclusion, support engineers are critical assets for your team. Helping them by offering a tool that simplifies customer interactions could boost their productivity.
If you believe that providing better tools for your support engineers is important, you can try this app for free.
👉 Get this app at the Atlassian Marketplace.
Raziman Dom - Ricksoft