Several issues with JSM after migration from Halp portal

[The_Bear_Glitch]

Hello all, 

Small IT Helpdesk team, simple setup just a few forms handle incoming requests via Slack. Initially, we bought Halp, got migrated to JSM, so we are not super proficient in JSM.

We have several issues I'd like to ask if they are easily resolved or if a support ticket is required (or change ticketing system, it's that bad actually)

1. Performance of assist in Slack - since the migration to JSM it's super slow to interact with the Assist app is super slow in Slack (as an agent). If an Agent get a notification that a new ticket has been created, the process of assigning the ticket is a couple of seconds. It was instant in Halp. Worse is, if I want to expand the text to see the content of the ticket, that operation takes 3-6 seconds. 

Can we do anything to fix?

2. Performance in JSM portal - In our IT helpdesk queue view, the performance is equally bad. Bulk operations of changing status for a ticket takes several seconds. New tickets are not "refreshed" in a timely manner (the tab in Chrome is not in power saving mode).

Can we do anything to fix this?

3. Requests from users that are NOT in Atlassian Guard does not resolve fields correctly - First off (and this is a bit off-topic but will give context) we are getting rid of Atlassian Guard for non-JSM/Jira users. We love SSO and user provisioning, but we are not paying $4 per user for all of our users just to assign them a customer license. The cost of Atlassian Guard is higher than both Jira users and JSM agents and the cost is nowhere close to what value it brings. /rant

To the problem, when users outside Atlassian Help (+90% sure this is the issue)  creates a ticket using the Slack, their name, subject etc. gets replaces with some system generated GUID, <#X042RD76BV|>.

How can I fix this?

4. Customer reply notification in JSM portal is unclear - When communicating with a customer in a ticket, I get no clear notification that the customer has replied. Tried to fix this myself, the best I could do was to get a red dot top right, but it's not clear enough. I also see a notification in Slack triage channel, but it lights up all the time from other tickets so it's hard to see there.

Any better way to get a reply notification?

Sorry for the long post. 

[Anusha A · Accepted solution]

Hi Bjorn,

Thank you for reaching out to Atlassian Community!

I have created a support ticket on your behalf to ensure we can effectively assist you with this case. You should have received an email notification confirming this.

Regards,
Anusha A