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Using Jira Service Desk to manage customer complaints can we workflow documents?


We are looking to use Jira Service Desk (Cloud) to manage a Customer Complaints Process. Once a complaint is raised does the system allow the agent to send an email proforma/attachment to a customer or third party to capture evidence or statements and email it back to the agent?

Has anyone else attempted to use Jira Service desk in this way? Does it require a plug-in?

1 answer

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Jack Community Leader Jan 10, 2020

You can certainly attach files to issues and customers can edit and reattach. Are you looking for something more?

Hi Jack.  Thanks for the quick response.

No currently that's all we are looking for.  Our Agents will take the complaint information from a third parties Complaint Management System and we will then send a Complaint Investigation Form to a number of Food  Suppliers (These will be the jira "customers") they will complete the form and return it back to the agent for a review.



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