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We use Jira Service Management as the front facing solution for customers to report issues and feature requests for our products. As we use other Atlassian products, Jira Service management integrates seamlessly with our other processes and functions, such as engineering and documentation. Customers rises their Issue either through customer portal or by email.
Information provided via Jira Service Management can be accessed directly by engineering team (using Jira), and customers can get feedbacks directly from engineers (if appropriate). This process is all built-in and automated, without needing someone to play "go between", significantly increases productivity.
Knowledge base articles can also be easily created via Jira Service Desk and Confluence, which enabled customers to have a self-serving portal to look for any existing articles that may help with their problem without having to wait for someone to respond.
Implementing technology in our ITSM processes is not just a requirement to keep up with the needs of the customers, but also to increase our rank on the market and remain competitive. This also calls for providing the employees with the essential training, thus broadening their set of skills to match the pace of changes. It may seem as costly and time-consuming action, but it will pay off. Suitably experienced service desk agents make their work seamless and trouble-free. Add automation to that, the whole support process will accelerate because agents will gain more control over what is going on and will be able to focus on more complex tasks and building relationships with customers. Thus, there is a lower chance for manual errors than if agents had to take care of every little action regarding requests. But most importantly, by paying particular attention to customer relations and creative output, we become more transparent and reliable for the clients.
I hope you find this article useful and I would love to read your comments about how you integrate Atlassian stack solutions and How you use Automation in Jira Service Management!!
DevOps Consultant / Atlassian Administrator
46 accepted answers