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How can we make JSM even better for customer service?

Hello everyone, 

My team and I are currently working on bringing extended functionality to JSM through the Atlasssian Marketplace. I would love to get feedback from orgs. and teams running customer support through JSM or those considering doing so. What are some of the missing components from JSM's stack of features, and what can we add that would fill in the gaps in areas where JSM falls short?

Here are some questions I have for the community :

  • What is a great app for JSM that suits your use case?
  • Where do you think JSM falls short? What are your issues with JSM?
  • What reports do you use for customer Support processes?
  • What are some KPIs that your customer support team tracks?
  • What feedback do you have for a company making JSM products? What do YOU want to see?

Looking forward to hearing your thoughts! Stay safe and hydrated everyone!

Best regards,
Ammar - Product Analyst, ServiceRocket

1 comment

Fabian Lim Community Leader Sep 04, 2021

Some feedback:

  • Ability to have header sections
  • Ability to have tabs for different sections 
  • Ability to edit a submitted tickets (a plugin exists, but I have to purchase it separately)
  • Dynamic fields same as above it's a separate plugin from deviniti
  • Reporting capabilities are limited, I have to use rich filters and eazybi to get the reports I need
  • In other words, I have to purchase 5+ different plugins to get all the functionality I need. It would be nice to have it all in one.
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