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Efficiently Managing Support Requests and Collaborator Responses in JSM

How can we configure Jira Service Management to effectively notify collaborators when their assistance is needed on a support request and allow them to see which requests they've already responded to with an internal comment?

In our JSM project, we have multiple agents handling hundreds of support requests daily. Often, we require the help of collaborators from different teams (such as dispatching, administration, sales, etc.) to investigate and assist with support requests. When an agent needs assistance, they add an internal note addressed to the relevant collaborator team. However, as there are multiple collaborators within a team, we are looking for best practices to:

  1. Ensure collaborators are notified when their assistance is needed for a support request. (Not by email, but through a filter, custom field,...)
  2. Allow collaborators to easily see which support requests they've already replied to with an internal comment.

We would appreciate any guidance or advice on how to configure JSM to meet these requirements and streamline our support process, perhaps also through automation.




1 answer

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Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 08, 2023

Hi @Chiron ,

have you considered creating a linked issue in the project with a collaborator can work on the assistance?

While this could be a potential solution, it may introduce considerable overhead for our current workflow. For each support request, we gather crucial information from our legacy system, and duplicating this data for linked issues may not be ideal.

In many cases, the assistance required from collaborators involves a simple answer to a comment, which helps the support agent address the support request, initiate an investigation with another service, guide the customer, or ask the appropriate questions or clarifications. Given this context, we are still seeking a more streamlined solution that minimizes data duplication and overhead while still allowing for effective collaboration between agents and collaborators.

Many thanks for your suggestion


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