Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

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| 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?


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[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 😅

Like Mikael Sandberg likes this
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.

Like Dave Liao likes this


Log in or Sign up to comment

Atlassian Community Events