Small company scenario: What to do when a customer calls about a non-P1 request?

I work for a 15 person software company that will go live with customer support in the next few months.  I've been tasked with setting up their Customer Service infrastructure.  Jira Service Desk will play a big part in this but we do feel we need to provide a phone number in case someone has a P1 request and they don't want to make it through our customer support portal.

In the event that someone calls and it turns out they are making a lower priority request, how do you handle this?  I'm specifically thinking of calls that might come in at 3am.

Any advice would be appreciated.

Robert

0 comments

Comment

Log in or Join to comment
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,898 views 12 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot