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Is JSM suited for my case ?

Nikita Simanenkov May 26, 2021

Hello everyone ! + BIG Thank you in advance ! :)


Our company is producing and selling self service lockers.

 

I was tasked with 1 objective:

- Creating a 24/7 customer support team, who will be in charge of receiving incident notifications from our customers (through all possible channels - phone / messages/ help portals) and assigning right technicians so they can go and repair the lockers ASAP.  

 

I found out about Jira Service Management and I'm trying to learn and use it for my mission. Do you guys think it's the right choice for my case?  

 

So far I did following:

 - Created a project (not sure if I used the right template, maybe anyone has ideas of the best suit for my task ? I used general service project template)

- Also I sent email address and help center link to our customers so they can make issues which I should see in queues (is there a tutorial on how to customize help center ?)

 

 My idea of using JSM is following:

- My agents are going to monitor the project for new issues and raise requests if a customer is contacting us through a different channel than JSM (for example phone call).

-After issue is created agents will assign technicians so they can repair lockers. ( Does a technician have to be a JSM agent to get assigned with an issue?)(if technicians are agents how and where will they see that they were assigned to resolve an issue ?)

-After the locker is repaired the technician contacts our customer support agent so they can mark the issue as resolved in JSM (if the technician is an agent can he mark the incident as resolved himself through phone ?) 

 

Please guys, what do you think about using JSM for this particular case ?

I believe there are so many possibilities and features I can use, I just don't know about them yet. 

 

I would be very grateful and happy for any answers/feedback/ or advice. 

 

Thank you,

Nikita

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Walter Buggenhout
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May 26, 2021

Hi @Nikita Simanenkov and welcome to the community,

In this case, I would recommend you to attend a product demo with live Q&A. They are held every week and you can register right here.

I definitely see the fit with your use case for capturing requests. But indeed your field agents must all be agents if you want to assign issues to them.

Depending on how many agents there are, it might make more sense to set up JSM as your request intake and dispatch center and use Jira Software to create linked issues for your field agents. They may even use the mobile app to follow up on their tickets while they are in the field.  

Nikita Simanenkov May 26, 2021

Hi @Walter Buggenhout ,

Thank you for your reply, just registered for a Q & A product demo. Very happy to be a part of this community !

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