I want to keep track of support questions that require a follow-up

So right now my company uses JIRA for it's development and Intercom for it's first line support to our customer (we are a SaaS company). But some support request require some follow-up, like request X at stakeholder Y, check request by A & B then send it to Q for review and send it back to our customer via our first line support via Intercom. (Worst case scenario).

It is really hard to keep track of the progress of this support request, so now we are searching for a solution that could help us with this. Someone stated that using JIRA could help with this (since we use this also for our development this makes sense). But does anybody have experience with this sort of requests.

What we would like is to create a certain text template that we fill in and assign to the right people, and make the progress visual. Also we would like to have own statuses configured, aswel as set reminder notifications.

Sort of a internal progress ticketing system for our first line support.

Any of you advice on this JIRA core or service desk?

3 answers

0 votes
Joseph Pitt Community Champion May 13, 2016

I've used it for all sorts of things. You can modify the current workflow with a custom field of 'follow up required' as a Yes/No select list. If it is set to No take one path in the workflow and if it is Yes follow another path that has the extra steps.

@Daan de Scheppe regarding integration of Intercom and JIRA have a look at Intercom for JIRA  in the Atlassian Marketplace (https://marketplace.atlassian.com/plugins/io.toolsplus.atlassian.connect.jira.intercom/cloud/overview) This add-on can help you by linking Intercom conversations to JIRA issues and automatically re-open closed conversations on specific status changes.

Full disclosure: I am the author of this add-on. Please do get touch if you are looking for features not covered by the add-on or you have any questions. Simply use the Intercom messenger on www.toolsplus.ch

Cheers, Tobias

Hi @Daan de Scheppe,

Janusz from Spartez here.

Sorry for a bit of commercial break, but we have recently released the Chat for Service Desk (server) app - aptly named 'Chat for Service Desk'. It provides a real-time chatting solution ("live chat") that helps your site visitors / app users connect with teams working through Jira Service Desk.

It is NOT an integration with a 3rd party chatting service - it is self-contained - you just install the app in Service Desk, place a bit of javascript on your web site (or just enable the chat on your customer portal) and you have full chat support.

It has a bunch of nifty features:

  • Creates issues out of chat conversations on-the-fly
  • Turns customer’s messages into issue comments - updating issue views in real time
  • Turns your issue comments into messages within the chat
  • Handles request queues updates
  • Lets you see which customers are currently online
  • Allows support personnel to toggle their availability
  • Chat widget is replaced with email when all agents are offline
  • Sends the customer chat digests through email
  • Fully optimized for mobile web pages
  • Chat look & feel is customisable

Interested? You may want to try it out - it’s just available on the Atlassian Marketplace.

An introduction video can also be viewed here.

Cheers,
Janusz Gorycki, spartez.com

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