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How to create a perfect customer support experience with Jira Service Management?

Christopher Skoropada _Appsvio_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Oct 20, 2022


We use Jira Service Management to support external customers. We do our best to provide best-in-class support in all created requests. I gathered what exactly we do in one place:

  • We respond as fast as possible, usually within a few hours
  • All support team members have an ACP cert to help with Jira configuration in case of any relation 
  • We follow a friendly tone of voice in responding to our customers
  • Recently we redesigned our portal to have a clear request type categorization, with all descriptions that might help our customers to understand them better 
  • We enabled additional support channels like in-product chat to be even closer to our customers. Usually, there are able to get help within a minutes


If you provide support service: What do you do to provide a perfect customer support experience? 

If you are in a customer role: What else would you expect from the app vendor’s support? 


Looking forward to your comments and ideas! 

1 comment

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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Oct 20, 2022

Hi @Christopher Skoropada _Appsvio_ 

I would have a defined knowledge base in confluence and connect it to the project so that the customer can solve the issues themselves.

Define and create the reports (SLA Reports, avg time to resolution, etc..) the senior leadership would need before implementing the customer portal.


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