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I regularly introduce new employees to the Jira Service Management customer portal, and I am always afraid someone will say: "Why do we have to use that?" or something like that.
No one says that, but sometimes I get the feeling that they think so, or I see in the statistics that email is preferred way to make a request.
I want it to be useful, not an obligation to fill out annoying forms
What makes a customer portal a good portal?
This is probably one of the most well-known values of a customer portal, but definitely not the only one.
How have you designed the help center / knowledge base for your JSM customers? How have you structured the articles so that they are easy to find?
Do you use forms associated with request types? I use them mainly because they can help make the content more dynamic depending on which fields have been previously filled in.
I think it's better to use asset object fields instead of custom drop-down fields where possible. If you use them as well, please comment how you use them.
Do you use only the default options or any plugins to design the customer portal?
If there's anything else I have not mentioned that helps making a great and useful portal for customers, please let me know!