I would like to ask everybody if it's possible to add something like template for ticket system. So it will show up straight away to client what information we require from client.
as now I got bunch of tickets that come though that use general emails however information like. Who made the ticket, which location, who do I have to contact for more information, they just not doing them and I want to little bit forced to put this infomation.
Hi @Marek Dziedzic ,
You just named the reason that I don't have email submission to JSD enabled. When it was, we got way to many "My computer is slow" tickets with utterly no information other than that.
Thanks. I'll get right on that.
So... I weaned them off email submissions, spent a LOT of time making the portal look nice (new layout applied, pleasant company image background, company colors) along with spending the time to make meaningful Customer Request Types each with icons I went to find so it's not "generic".
Additionally, I started rolling in ALL service type requests, not just IT into their own portals so if you need support, office supplies, the temp adjusted in your office (when offices were a thing), HR and payroll queries, etc. so the user base got used to it being that, if you want something there is a single place to go ask for it.
I added Extension for Jira Service Desk with the big ticket item there being the dynamic forms. For example, if someone ticked the "slow computer" tick box, it displayed a set of fields meaningful for WHAT is slow.
The other piece I added was Actions for Jira Service Desk to provide the ability for a customer to update the ticket rather than just comment on it.
Between those two pieces, I can expose more fields than just title, description, and comments along with linked issues (a big deal when you get a big one that needs to have more tickets associated to handle it; the customer can see all linked ones and their status).
As to weaning them off email submissions, I didn't just cut them off. That would have lead to wailing and gnashing of teeth. Rather when the portal was well built out, we noted that faster service would occur when the portal was used with full detail than generic emails.
Hope this helps a bit.
I have multiple projects that use variations of the same base workflow. The variations depend on the requirements of the project or issue type. The variations mostly come in the form of new statuses ...
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