How to get detailed tickets from customers and improve incident management? Bug reporting in JSM

[#1]

When your customers raise a request, you want to have as much information as you can. You need a bunch of information to resolve the ticket. 

🐞 Regarding bug reports, you have to know what kind of bug it is, in which version, or how it affects the user - the app, user interface, or functional error. Every scenario will be a result of other cases. 

Challenge 🔎

How can we improve incident management and meet all SLAs? 

How can we get all the details via the portal and not follow up with questions?

How can we save agents’ time and give them all they need to ticker resolution? 

Solution 🚀

Create a multiselect cascade field on the portal. It is possible from now on because we just integrated Multilevel Select for Jira with a service desk, and it’s the only solution of its kind. 

Here, you can see a bug report use case. Each level has different options to choose in the following steps. As a result, agents have a ticket with details about hosting, version, and incident. 

 

Natively, you can create up to 2 levels. Here, you can create a more extensive tree and just wait for perfectly filled tickets 🤓

The app is free for up to 10 users, so give it a try 😊

If you have any questions, follow up in the comments 👇 or book a free consultation.