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ITSM and Customer Support in a Large Organization

Improving Customer Support in ITSM with Jira Service Management

The Data Center version of Jira Service Management is typically the best option for large organizations that need to manage a high volume of service requests and tickets. It provides high availability, scalability, and performance for larger teams. Nevertheless, to bring our customer service to the highest level, especially when it comes to bigger companies, we need to give a closer look at several key steps.

Understanding the customer's needs

One of the ways to encourage customers to share their opinion is by optimizing request forms. Extension for Jira Service Management has features that enable making requests fully transparent. Dynamic Forms feature allows users to set up rules that determine particular fields by previously filled-up data. It saves customers time spent filling up the fields they don't need and scrolling down the long forms. You can use the feature in processes such as IT Service, HR, Marketing, or finally, Customer Support, and each time only display fields that match a specific request type. 

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In order to make request forms on your Customer Portal even more clear, we recommend using the Bundled Fields feature. If you have several custom fields related to customer information on a Jira Service Management request form, you can bundle them together for easier organization and navigation. It makes the communication process faster and more streamlined.

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Providing timely and accurate information

Customers rely on IT services to support their business operations. Luckily, Request Details View, the Extension for Jira Service Management's third feature, can support you with this. The functionality enriches forms with metrics such as the current status, resolution time, the number of comments or attachments related to the request, and SLAs. Thanks to all this information gathered in a single view, your customer will always be informed without the necessity of contacting agents all the time and asking additional questions. 

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Fostering a customer-centric culture

For this purpose, we recommend extending Extension's for Jira Service Management possibilities with My Requests Extension for Jira Service Management. With the plugin, your customers will be able to create different views for different types of requests, customize the fields and actions that are displayed, and filter their requests based on specific criteria. What's more, with My Requests Extension you provide all the stakeholders with the possibility to export data to Excel, which may be helpful in discussing it later on in a wider group. 

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When the Customer Support team has many projects and multiple Customer Portals to handle simultaneously, there's a high risk of casual mistakes, omissions, and the necessity of extra consultations. In order to avoid this, we recommend Deviniti's Queues for Jira Service Management app. The plugin allows gathering queues from all projects in one place. By adding the Queues app to Extension for JSM mentioned before, you can create custom queues for high-priority requests that require immediate attention, and sort requests based on factors such as their SLA deadline or the severity of the issue.

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Using automation and self-service

Organizations can improve customer service through self-service portals and chatbots that can help customers quickly find the information they need, reducing wait times and improving the overall customer experience. Also, our Issue Templates for Jira app allows setting up automated notifications with JQL and API to keep the stakeholders informed about new issues or tickets that are created or updated. All you need to do is create a new automation rule to trigger notifications based on specific events or conditions. This way, not only team members but also clients can always be kept up-to-date. 

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What are your company's ways to optimize customer service using Jira Service Management? Do you think native features are enough or do you use Marketplace apps to extend the possibilities of the Atlassian suite? Let's exchange our experiences in the comments! 


Kasia from Deviniti 



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