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In the latest Winter Executive Report where CCW Digital listed top priorities of organisations in 2018, the report shows that businesses should pay more attention to not only improving training and quality of knowledge base for their agents, but also integrating the systems they use. Addressing these three issues will improve both our agent and user experience - for one, the customers won't have to repeat themselves, and the agents won't have to stress out because of frustrated clients and lack of suitable information to solve their problems.
Moreover, we need to provide suitable solutions that will make the agents' work smoother. In most cases, ITSM systems are difficult and complex, making it hard for the agents to complete their tasks, manage what issues they will deal with in their job, and provide the customer with satisfactory support. By implementing the right solutions, we make their job less stressful in the moments when they can't afford to make any mistakes.
Source: CCW Digital
Our Senior Apps Manager Kate Pawlak and Software Architect Piotr Patrzek shared how to improve the admins' and agents' work in Jira Service Desk, focusing on the features which will making their job smoother and less stressful. Here are top 10 features for Jira Service Desk that can improve your agents' and admins' experience with these solutions.
Essentially, admins and agents are users of the software as well as the customers.
Dynamic Forms is the most prominent feature from our Extension for Jira Service Desk app. Thanks to this functionality, we can define which options from such custom fields as Radio Buttons, Single Selects, and Checkboxes display another field with additional questions. Also, our agents are able to import and export configuration of Dynamic Forms when they want to use the same settings on another Jira instance or Service Desk project, or to create a back-up.
Another feature from Extension for Jira Service Desk is Bundled Fields which enables Jira admins to create one custom field instead of numerous custom fields to store small chunks of information and keep it structured. For example, when we need Contact Details of our user, we don't need to create five different fields for Name, Address, Country, Phone number and Email Address, because too many custom fields slow down the software significantly. We can create one Bundled Field where we can put all the needed fields for our customers to fill. For example, when we go to an event and want to book a room in a hotel for three people, we add rows to the Bundled FIeld and fill it with details of our guests. This way the issue our agents receive isn't overloaded with fields, because the Bundled Field is displayed as one field on the view.
This is just a part of the original article. To read the full version, please proceed to the Deviniti blog.
Karolina Lasoń [Deviniti]
Atlassian Apps Content Specialist
4 accepted answers