Ticket channels in JSM

[Mikael Sandberg]

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?

[Dave Liao]

@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 😅

[Dirk Ronsmans]

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.