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Ticket channels in JSM

Mikael Sandberg Community Leader Oct 22, 2021

Change might not be fast and it isn't always easy. But with time and effort, almost any habit can be reshaped. 

Charles Duhigg

People are by nature resistant to change, and that is why so many people in an organization will resist a new initiative or idea. 

We have been using JSM now for 8 months and still 70% of our requests are generated through emails. So what do you do to move people over to use the Help Center, or Halp as the main ticket channel|https://support.atlassian.com/jira-service-management-cloud/docs/what-are-ticket-channels/? Do you turn off the email channel? Do you change the SLA for emailed requests?

What are your best tips to get users change their behavior and use the Help Center?

2 comments

Dave Liao Community Leader Oct 22, 2021

@Mikael Sandberg - to slowly increase usage of non-email channels, include the link to your portal everywhere you can - your email signatures, your closing auto-reply in a ticket ("if you have any other questions, just open a ticket at https://support.sandberg.co[1]).

I'd also emphasize (in an auto-reply) to emailed-in requests that response times will be longer to emailed requests (naturally triage time is longer!), and for a faster response, to go to your support portal.

[1] no idea if that's a working URL 😅

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Dirk Ronsmans Community Leader Nov 16, 2021

I have seen it both way:

  • cold turkey and turn off the e-mail channel, but that doesn't always seem to go over so great :) A good Automatic reply does help tho!
  • push the users to the portal gradually.. like @Dave Liao  says, mention it everywhere and even when they email something you can reply to them asking them to create a specific request type. Otherwise you won't have all the info and it might even mess up your process..

 

I do like the idea of working with different ideas based on the channel.. if there is one thing customers respond to is (the lack of) preferential treatment.

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