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Any templates for user notification and adoption?

I'll be rolling out my ITSM project soon and need to send an email notification to my users and encourage them to use the customer portal to submit tickets.  I haven't found any examples or templates out there.  Does anyone want to share their user notifications that were successful?  


Pedram Mireftekhari
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Mar 16, 2021

You are talking about how to help people to change the way they work, so one way would be to mention the benefit of using the customer portal rather than email. This can bring some idea how to phrase your email.

One important benefit is that they would not be relied on a specific user to help them, but a group of agents behind JSM who would manage the job. 

Hope that helps :)

Hi Jennifer, user notifications and communication styles can vary depending on the audience, for example comms to a banking user base might need to be more formal then say a startup tech business. 

I'd suggest start by nailing down 3-5 key bullets on why you want the user base to use the customer portal over email, keep it short, simple and concise. Have a catchy tag line too that always helps "Get faster support, go via the Portal!"

A suggestion to help encourage the usage, is offer better SLAs on requests that are raised via the Customer Portal as opposed to email. This can be easily configured in JIRA Service Management.

Good Luck!


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