How should we announce the availability of customer portal to our internal users? [Onboarding Users]

[Alexander Hammond]

We are onboarding Jira Service Desk for our internal users to submit IT help tickets and tickets for other work. Our users currently aren't aware of this, is there good documentation or templates Atlassian has provided to onboard our users successfully? 

I'm not looking for technical onboarding, I'm looking for awareness onboarding, and things to highlight for our users as they learn of and begin using this new tool for requesting support and help.

[Dan Breyen]

Hi Alexander, as every implementation is different, I don't think there's a standard onboarding process.

I've been sending my customers something like this in an email:

Hi <employee>, we are reviewing your <issue desc> issue. <My Company> is implementing a new Support Portal to better assist you with any questions or issues you may have. You can also sign up for an account via the portal link here: https://<siteURL>/servicedesk/customer/portals

Thank you,

You could easily send something like that to all of your staff.  You could also create a little how to demo video for them if you wanted.  

I also created a few Knowledge Base articles with screenshots with what they can expect and how to enter a ticket, you can include them in the email too.  

Hope that helps

[Alexander Hammond]

Thanks Dan! I like that its short and sweet, a video I could record is a good idea too.