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The Ideal ITSM tool to Integrate WhatsApp with Jira

What does ITSM stand for and what are ITSM tools?

ITSM stands for IT Service Management. It is essentially what an IT team does to manage how they deliver their IT services to their end users, i.e., customers. This encompasses each process from designing, developing, delivering, and running the services they offer.

With IT services becoming vital to every business, no matter the niche, facilitating service management is an obvious starting point. As such, ITSM tools are software solutions that help IT teams throughout this process. They can come in different forms, but have recently become more popular as apps and add-ons.

Why is WhatsApp important for business?

Smart business acumen necessitates the ability to fulfill customer needs. With over 2 billion users on WhatsApp, this means there's a need to embrace the app when it comes to customer support. Opening this up as a potential avenue will help your customers reach you better, and in turn help you grow your business.

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However, a new customer support channel to add to preexisting ones can cause a huge influx of customer support queries appearing on different channels, making it difficult for your customer support team to handle them all simultaneously.

How can integrating Jira with WhatsApp help?

Managing support on different channels can cause damage if not handled well. This doesn't necessarily mean you have to grow your customer support team so that each person is dedicated to a particular channel. Instead, you need to ensure all customer support queries and tickets arrive in the same location, making them much more manageable, particularly using Jira. This leads to the obvious conclusion that a Jira WhatsApp integration would be the best solution for your problem.

Why should you use WhatsApp Connector for Jira?

In a nutshell, WhatsApp Connector for Jira is one of the best ITSM tools to integrate Jira with WhatsApp. Its role is to facilitate omnichannel support in order to boost customer engagement and agent productivity. 

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The tool allows you to:

  • Link your WhatsApp support account with Jira Service Management
  • Configure a default request type
  • Transform WhatsApp messages into Jira tickets automatically
  • Work and interact with WhatsApp messages from Jira
  • Share images and files from Jira

Conclusion

Providing customers with the best support on their preferred platforms is the goal of every business today. Jira and other ITSM tools help make that happen. With integrations using tools such as WhatsApp Connector for Jira, omnichannel management will ease your customer support team's burdens and improve their productivity. The overall results will help your business grow and limit its weak points.

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