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Teach user how they could have created a ticket themselves

Often, Support users need to create tickets on behalf of users. 

Is there any way to send the user a link to a screen where they could learn how to create the exact same ticket (with field values corresponding to their very own ticket), in order to increase self-help?

a.k.a. a sort of "Let me google that for you", but on Jira Service Management :)

1 answer

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Welcome to the Community!

Yes, but it all depends on how you are communicating with them.

The obvious one is that your request resolution process includes some form of written communication with the requestor, and you train your agents to tell your requestors things like "sure, we'll get that sorted, we'll email/IM you" and then embed "Hey, next time you need something from us, visit the portal <here> first, it's a lot quicker than talking an agent through raising it for you"

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