Does anyone schedule online meetings via JSM?

[Darshanaa (ServiceRocket)]

Hey everyone!

I'm curious to know if anyone is using Jira Service Management (JSM) to schedule online meetings with customers or team members?

1. Specifically, do you often find yourself needing to jump on a call to resolve a ticket?
2. What challenges do you face when coordinating these meetings?
3. And how do you currently handle scheduling and conducting these calls?

I'm eager to hear your experiences and tools you use!

[Dale Kalsow]

Good Morning,

No, we are not using JSM for this.  We use Outlook and Teams.  This makes it consistent across the organization.

[Darshanaa (ServiceRocket)]

Hey @Dale Kalsow

Thanks for the reply :) 

Could you please walk me through the high level workflow of what happens if a user who has submitted a ticket needs further assistance via an online meeting?

[Susan Waldrip]

Hi @Darshanaa (ServiceRocket) , we don't use JSM for communication or training/troubleshooting, we use Microsoft Teams, Zoom, and GoogleMeet (depending on others' preferences). JSM has integration with Teams and Slack which might be ideal for those who have those apps.

[Darshanaa (ServiceRocket)]

Hey @Susan Waldrip

Thanks for this!

Could you please walk me through the high level workflow of what happens if a user who has submitted a ticket needs further assistance via an online meeting?

We just launched Scheduler for JSM, an app that aims to help JSM agents with similar use cases, and I would love to know how we can bridge the gap further to solve any existing pains :)

[Susan Waldrip]

Sorry for the delayed response.... In our environment, when a customer submits a request and we understand what they need, sometimes it's just easier to get on Teams (or other app) and share a screen to show them or they share their screen to show us what they're doing. We use Jira Service Management (JSM) Comments to coordinate with the customer re: a day/time to meet, then the agent schedules the Teams meeting w/ the customer. After the Teams meeting, assuming the customer and agent have solved the customer's problem or at least that part of the problem, the agent adds a Customer Comment about the results of the meeting (i.e., the solution) for both customer and future reference/knowledge base and the request/issue is resolved per usual process.

Did that answer your question about high-level workflow of what happens?