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user support with decision tree

Hello,

how on the jira portal can we create a tree structure to guide a customer who encounters a problem?

we create questions and connections to other questions if necessary. Some parts of the tree may give the solution to the problem, otherwise the user creates his ticket.



is there a plugin to do this ?
Thx for your answer

1 answer

0 votes
Daniel Ebers Community Leader Nov 07, 2020

Hi Thierry,

not much I can come up with but the information that on this question in the past the discussion quickly went towards Confluence - using Flowchart Apps (here a link to the Marketplace) you probably could investigate further.

Probably there are also concepts that can be implemented outside Jira Service Desk for the first step but link (if the user is in a position in the tree where it could make sense) later to Jira Service Desk to let him raise a ticket.

As a last resort a developer could surely implement the idea within Jira Service Desk.
Probably a different member here on Community can say something about feasiblity and maybe even costs.

To summarize things - unfortunately there seems nothing to be available out of the box. Some solutions mentioned Confluence - which might not be an option for your userbase or use case.

Cheers,
Daniel

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