Net Profit Value by deploying Jira Service management Portal

Xavier Ferrer
Contributor
July 9, 2024

Hello everyone,

A week ago we opened our new Jira Portal to all our agents and public workers in a public administration. This first "MVP" of the portal is not only a channel to fill out an incident ticket, request services or ask questions regarding our IT services, this portal is also focused on being a self-service portal that offers our first and incipient Knowledge space with Confluence that contains news, information from our service catalogs, frequently asked questions, how-to articles, or other manuals and useful guides for the user of our ICT services.

This portal is a key channel for our ICT Support and Assistance Service to users, based on the capabilities of Jira Cloud (JSM & Asset & Confluence) and above all to provide and make information more accessible to users, not only the information, comments or answers from the technicians contained in the tickets they have opened, but also to make available to them and autonomously all the knowledge and tools that enable them to solve their support needs by themselves, either by themselves or with the help of the AI from Confluence and Jira.

One of the first ideas we have is to measure on average how this new channel improves our service, and not only by knowing the number of tickets that have been opened through the portal, but also how many incidents, requests or questions have not been necessary be open because the user has been able to solve them by himself, thanks to the information and help provided by the portal itself.

So my question to the forum is how to measure it? How did you do it?

more in detail:

1. How would you measure or make a report easy to implement and subscribe to managers with all daily tickets open through portal? and distributed by service time slots?

2.How will you measure the tickets that you don't have to open because the user has solved himself using the confluence knowledge base?

3. What has been the average response or resolution time improved by using the portal?

4. What is the return of user satisfaction using the Portal?

5. How could a user directly ask the Confluence AI, for example, to provide a summary of an article published in the same confluence knowledge base linked to the portal?

 

I'm sure that you already have everything more than resolved, so I look forward to your feedback.

Thanks in advance for your input.

1 answer

0 votes
Rilwan Ahmed
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 9, 2024

Dear @Xavier Ferrer ,

I have answer for 1. 

Go to main menu --> Filters --> View all issues.
In the JQL, type  "request-channel-type = portal". This will give you list of all tickets created from portal. Other channels available are Jira and Email 

Xavier Ferrer
Contributor
July 9, 2024

Hi Rilwan,

it´s a good beginning to built a panel in jira !

thk´s a lot

Like John Funk likes this

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