I escalated the ticket, and now what? Should I push it more? – how to give your customers more info

Customers create a ticket and escalate it. For sure, they are wondering what now. Is it blocked by something else? Was it the only one in that case? After one day, they will surely give an agent a call. Customers haven't enough context to understand why they shouldn't push tickets, why they have to wait, or simply what the process looks like.

What to do? Customers who create a ticket can see linked issues on the request details view. Agents usually connect tickets with dev tasks so customers will be fully informed of how the process is going.



They will know if it is blocked or cloned and what exact status linked issues have. They can monitor the progress of blocked/cloned tickets and understand why extra calls will not speed up the resolution.


This use case resolves this support ticket πŸ‘‰https://jira.atlassian.com/browse/JSDCLOUD-4636 


❗️ When your customers create a support ticket, they can now instantly access linked issues right after submitting the request. 


You can choose what links type you want to show and which ones you want to hide. 


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Benefits of displaying linked issues on the request detail views: 

  • A more self-service portal generates fewer questions for the agents. They know exactly what's going on.
  • It is easier for customers to understand the importance and priority of the change request.
  • Eliminating customers' uncertainty will benefit your score. 
  • Data is powerful – creating transparent communication with customers or internal employees.


This feature is easy to set up and even easier for customers to understand. 

It's a part of Feature Bundle for JSM.


And an extra!  

πŸš€ If you want to know more about our ITSM solution, check out our brand new ebook about ITSM real-life use cases.  πŸ”— https://bit.ly/3F391lK 


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