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⚡ How to Speed Up Resolution Time Without AI

Hi, Atlassian Community! 👋🏻 It’s Derya from Appfire. I've got a question for you: The artificial intelligence (AI) revolution at the service desk is already here, but are you ready?

AI and AI-driven solutions, once confined to sci-fi, are now a real force. They're automating tasks, streamlining workflows, and reshaping the future of customer support. Consider Atlassian’s AI-powered virtual agent as part of Jira Service Management (JSM), for example – it automates support interactions right from within Slack to free up agent time. Additionally, Appfire’s HelpDesk+ offers intelligent issue deferment with an AI-powered chatbot that recommends knowledge base articles, giving users an instant resolution and freeing up support agents.

However, while the potential is clear, some companies are hesitant to dive into this tech wave due to security concerns, the unfamiliarity of AI, its perceived complexity, and concerns about ceding control to machines.

In this article, we'll explore how you can speed up resolution time without relying on AI. Instead, we'll leverage existing functionalities within Jira Service Management and third-party tools. Our goal is to give you practical insights that amp up your service desk performance – slashing resolution times, boosting agent productivity, and delighting customers – all without taking an immediate leap into AI.

  • Automated Ticket Assignment:

Optimizing service desk performance starts with directing tickets to the right people quickly. Utilizing Jira automation, you can categorize tickets and assign them to the most qualified team members. Then, we’d recommend exploring the Jira Automation Library for Jira Service Management to discover a range of templates that can further automate routine tasks, allowing your team to focus on more complex and value-added activities.

  • Live-Chat Integration:

Boost communication and collaboration within your service desk by integrating live-chat functionality. For instance, Appfire’s Chat for JSM allows real-time conversations for faster support resolution, auto-creates Jira issues from chats, and integrates a knowledge base search. You can even implement a customizable form in the chat widget to gather essential information upfront, freeing up agent time.

  • Pre-Defined Responses:

You can also pair Chat for JSM and other apps with Canned Responses Pro Templates to enable agents to respond efficiently using dynamic templates and pre-built signatures. Canned Responses Pro’s Scheduled Comments feature allows you to schedule messages to keep customers informed and automate actions in Jira for common issues to enhance team productivity.

  • Full Context into a Reporter’s History:

Efficient problem-solving requires understanding the full context of customer issues. With the Enhancer Plugin for Jira's “Reporter History” functionality, you can easily access other issues reported by a customer, providing a comprehensive view for crafting holistic solutions.

  • SLA Management:

Service Level Agreements (SLAs) are vital for setting expectations and ensuring timely responses. Leverage Jira's built-in capabilities or try out Appfire’s Time to SLA app. Time to SLA allows you to implement notifications and more to keep the team informed about approaching deadlines in Jira Service Management and Jira Software.

  • Knowledge Base and Customer Portal Customization:

Empower users to submit clear and detailed tickets by customizing the customer portal. Include guidance to assist users in providing comprehensive information upfront. Additionally, maintain a Knowledge Base with common solutions to frequently reported issues for quicker problem resolution. You can also consider leveraging tools like Refined for JSM, a well-known app for customer portal customization.

As demonstrated in this article, numerous ways exist to optimize resolution time without relying on AI. By leveraging the robust functionalities within JSM and integrating other tools, your team can achieve higher efficiency and deliver exceptional support.

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Laurie Sciutti
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February 27, 2024

Definitely gonna have a look at this.  Thank you, @Derya Ozdemir [Appfire] !

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