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Tips for end-user support

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
July 12, 2023

What tips do you have for agents who are supporting people? Think IT teams, help desk, etc.

Here's mine to start with:

Always use an incognito session when impersonating a user. There might be times when you "log in as" another user to verify the problem they've reported or that a fix is working correctly. Don't do this in your main browser window. Always do it in a fresh incognito session, and close the window when you've finished the work. This helps ensure you don't keep doing other things in the system while logged in as that user.

1 comment

Dirk Ronsmans
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 12, 2023

If we're talking in general to support someone I always go by 

"never assume anything"

Just because something is obvious to you or they say that they did x,y,z always verify or ask anyway. It's a small step to verify something or just to confirm but could save you a lot of time to start at the beginning.

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