We run several products and each have a project defined in Jira.
Our customers e-mail their issues and they are automatically registered in service desk. So our support employees open an issue; and either respond to the question or determine that it is a product bug / feature request.
Right now, they have to manually create an issue in one of the projects, remember the issue number. Return to the servicedesk, find the issue remembered, and create a link from the service desk issue with the project issue. This all is very time consuming.
I expected some sort of better integration between JIRA en Servicedesk; like opening a ticket, and there you have the option to automatically create a linked copy to a project, or directly find an existing issue in one of the projects.
There must be a way to work with this more efficiently and it's not an exotic workflow. Any tips or guidance on how we need to approach this?
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Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...
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