IT support agents: what are you struggling with? 🧐

[Clara Belin-Brosseau_Elements]

Hello Community members,

I’m calling out for all IT support agents using Jira Service Management! 💪

I’m interested, how do you handle multiple and never-ending exchanges with customers on a single JSM ticket:

• What’s the main reason for this comment accumulation?
• Which solutions did you find to overcome this problem?

Feel free to share anything, we’re trying to get an overview of support teams day-to-day main challenges 😊

[Asha Goyal]

Hello @Clara Belin-Brosseau_Elements 

We see the pattern that customer involves new things in the same ongoing ticket which leads to on going thing. To overcome this, we always ask them to create new ticket instead of handling it in same.

Thanks

[Clara Belin-Brosseau_Elements]

Thanks for your insight @Asha Goyal, it's really much appreciated!