Escalate tickets in Jira Service Desk with Deep Clone for Jira

[#1]

Do you know what's exciting about software? Once you publish it, your customers may use it in ways you never thought of.

We experienced this with our Jira cloud app Deep Clone for Jira. In its app reviews, several customers described Deep Clone as an escalation tool. At first we were surprised.

Therefore we asked one of our customers, a large logistics company, to tell us more about it.

We have learned that their support team is responsible for approximately 2,000 customers. That’s why it is business critical that the support process is reliable.

Basically, it’s similar to the usual support process. 

First-line support works in a Jira Service Desk project. They check all customer tickets and answer questions on the basis of prepared FAQ.

If support can not resolve a customer request, they forward the ticket to the appropriate project team. This is usually the case for bugs, feature requests and feedback.

But why do they need Deep Clone for Jira as ticket escalation tool?

Let's take a bug report as an example. When a support agent escalates a bug, an issue must be created in the Jira software project of the development team. This issue must include all relevant information that will help the developer to fix the bug.

At the same time, the original ticket must remain in the Jira Service Desk project. This allows to maintain communication with the customer.

So our client's solution is to clone the original issue and move the clone into the development project.

With Deep Clone for Jira they are able to accelerate this process considerably. Because it enables you to do everything in one go: Create the clone, move it to another project and edit the issue type.

Another vital feature of Deep Clone is that you can include all comments when cloning.

But why is that so important? Usually the support staff has to check back with the customer before escalating the ticket. And the entire communication between agent and customer is attached as a comment.

Very often, the most crucial clue to fix a bug is hidden in the comments.

To make this process solid, our customers work with Deep Clone presets. Presets allow you to pre-define standard clone settings.

For example, when a customer reports an error that occurs in the Warehouse Management system, the agent selects the preset "Escalate bug to WMS".

Now the clone is automatically created in the correct project with the issue type "bug". Working with presets significantly reduces the number of human errors.

For us as an Atlassian app developer, it is always great to hear how customers have integrated our products to their processes. Jira continues to evolve and mature, just like our apps.

A big thank you to all customers who help us focus on the right things!

[Marlene Kegel - codefortynine]

A Jira Service Desk user reached out to our support team to ask if it's possible to automatically link the cloned issue to the original one. 

The answer to that might be interesting for other readers so I wanted to share it with you:

You can indeed link the cloned issue to the original issue. You can even change which "issue type link" is being used. 

If you have questions don't hesitate to post them here. I am happy to answer them.

You can also reach out to us directly via support@codefortynine.com. 

[Parmita Shekhawat]

hi there! 

looks like deep clone doesnt seem to move attachments over to the clone ticket. I have tried deep cloning several help desk tickets and once cloned, they all say: Failed to load on their attachment image thumbnail. Is this a known issue? or am i doing something wrong?

thanks!
~parmita

[Marlene Kegel - codefortynine]

Hi Parmita,

Thank you for getting in touch with us about your issue.

We've got your support ticket and are currently investigating it.

It seems to be a special case since we were able to clone png attachments from one issue to another on our side. 

We will get back to you as soon as possible! 

Best regards,

Marlene

An update on my comment above: The issue has been solved. Thank you, @Parmita Shekhawat for reporting it to us. That was very helpful! And of course thank you for your kind review - you brightened our day with that :) 

[raghu ram sirimamilla]

Hi, I was wondering if is there a way in JIRA service management to know exact time and date when an issue is escalated. Like for example there two team in IT service desk and if Team1 cannot resolve the issue it has to be escalated to Team2. So is there a way in JIRA where we know the exact time and date of when the issue was escalated?