Customer Service workflow design

[Chunlu Zhang]

Hi JSM Experts,

I wanted to improve the workflow design for a customer service project in my company. We're using this customer service project for supporting external customers.

Basically I would like to allow support engineers to mark a customer support ticket as "mitigated" when he/she provided a mitigation or resolution to the customer for management stats. In the current workflow, there're already status named "Resolved" indicating the final status of a customer support ticket with a confirmed resolution or root cause analysis for a customer-reported issue, and "Waiting for support" indicating the support engineers still working on the reported issue. However, there's no interrim status indicating the reported issue has been mitigated and no longer impacting the external customers. This issue may need long-term resolution or root cause analysis.

What's the recommended way/best practice to do that? Thank you in advance.

[Rilwan Ahmed]

Hi @Chunlu Zhang ,

Welcome to the community !!

Jira workflows can be modified as per your project and organization requirement. If you are not a jira admin, then contact your organization jira admin with your requirement and the flow They can help you in modifying it. 

In your present workflow, you can include  interim statuses like Pending RCA, On hold, Need more info, Dev in progress etc 

When you are in workflow edit mode, you get option to add new status and transition to it.

One sample workflow :