Use Jira Service Management for customer support

[Victor Wallenberg]

Hi

We are using Jira in product management and dev.

We would now like to use Jira in our Customer support with Gmail integration, should we use Jira Service Managemnent?

[Stanley Duback]

Hey Victor,

If you are already using Jira Software, It may be worthwhile using JSM for customer support. You may be able to collaborate with your teams better long term if all of the data is in one place.

Do you have any specific questions about functionality of Jira Service Management? I have consulted on a wide range of Jira Service Management build outs and could potentially provide some insight to inner-team collaboration, features and workflows.

[Stefan Einig]

Hey Stanley,

we use JSM where every customerrequest lands in one big JSM.
Now we have a new and big customer and plan to give them their own JSM-Project.

My questions is, is there a way to integrate a self-help forum?
or only that we answer his requests and put the solutions into a knowledge base..
So could it be possible, that the customer-employees help themselves via a JSM-Forum that we provide them?

Thanks in advance!

[Stanley Duback]

Hey Stefan,

Sorry for the late reply, If you are planning update your KB with articles for your users to help themsleves, and direct them to the portal channel of JSM then the first thing that will happen is that the portal will display common articles and a search bar for a user to enter the key words to their problem, the portal will guide users as a priority to use the knowledge base, then at the bottom there is a contact us section where your users can then submit the issue based on your request types in your project