10 Jira Service Management tips to benefit agents and customers: basic and advanced 🚀

[#1]

Hi Community! 🙌 The weight of inquiries, tickets, and customers' needs can easily overwhelm even the most seasoned service desk agents, impacting both customers and agents. So here are 10 tips that can help you manage your service delivery. This article was created in cooperation with Deiser 🙌

📣 📣 📣 Join our upcoming webinar with Atlassian ITSM Architect, where we will discuss reducing costs and boosting service delivery productivity. ⏰ June, 26th. 

💸 It's free, of course. Save your spot here. 

Now, here go 🔟 tips for service desk agents. 

1. Utilize Smart Request Types Strategically organizing and labeling request types simplifies the navigation process for customers, helping them find and submit requests efficiently. This reduces confusion, accelerates request submission, and leads to quicker resolutions, creating a user-friendly service portal experience.

2. Customize Queues for Better Ticket Management Customizing queues in Jira Service Management helps maintain order amidst a flood of tickets. By organizing and prioritizing tickets according to various criteria like urgency and issue type, agents can efficiently address tasks as they come in, enhancing productivity and responsiveness.

3. Implement SLAs to Manage Response Times Service Level Agreements (SLAs) outline the expected level of service, including response and resolution times. Clear SLA targets allow agents to proactively address customer needs, demonstrating a commitment to customer satisfaction and instilling confidence in clients.

4. Automate Routine Tasks Use automation rules to handle repetitive tasks like ticket assignments, status updates, and notifications. This saves time, ensures consistency, and allows agents to focus on complex issues and proactive customer engagement, facilitating smoother operations and reliable service delivery.

🚀  Advanced Tips for Pro Service Portal Agents

5. Allow Customers to Escalate Tickets - Enable customers to escalate tickets using the Feature Bundle for Jira Service Management. This reduces agent interference and boosts workflow efficiency, allowing agents to focus on critical tasks.

6. Display Additional Information on the Service Portal - Enhance the service portal by displaying more than just basic information. Show additional context, like linked issues or field values, to provide transparency and reassurance to customers about the progress of their requests.

7. Show Real-Time Ticket Updates—Provide customers with real-time updates on their ticket's status. This reduces the need for follow-up questions and provides a clear view of the ticket's progress, enhancing the customer experience.

8. Streamline Customer Communication Monitor customer satisfaction levels using dashboards to gather insights and identify areas for improvement. Understanding customer sentiment and acting on this information helps elevate the overall customer experience with apps like GoMood.

9. Make Data-Driven Decisions Utilize Key Performance Indicators (KPIs) and Emotional Level Agreements (ELAs) to make informed decisions that improve service delivery and customer satisfaction. Monitoring these metrics helps identify bottlenecks and implement effective solutions. Exporter for Jira allows it. 

10. Align with ITIL Pillars Reducing wait times and setting clear expectations enhance customer satisfaction. Provide information about ticket position in the queue and average resolution times. Aligning with ITIL pillars fosters better collaboration, visibility, and trust.

These tips will lead to happy customers, satisfied agents, and better business outcomes. If you have any other ideas, write them in the comments! 💬

And don't forget to check our webinar agenda! 🚀

#AtlassianCreator

[Yatish Madhav]

Thanks for this article @Celina Kuziemko - Appsvio