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πŸš€ Mastering Customer Support in Jira Service Management: Tips for Efficiency and Excellence

Hi, Atlassian Community! πŸ‘‹πŸ» It’s Derya from Appfire. 

In today's fast-paced business landscape, exceptional customer support stands as a cornerstone for every successful company. It doesn't just make customers happier – it also helps build loyalty, generates positive word-of-mouth referrals, and ultimately allows your company to grow.

At the heart of efficient customer service lies Jira Service Management (JSM), a powerful tool capable of transforming how you engage and assist your customers. It’s a canvas upon which your team's efficiency and excellence can flourish. However, mastering customer support is not just about the tool; it's about understanding the principles that drive it and utilizing its features to their fullest potential.

At Appfire, we understand that the journey to mastering Jira Service Management goes beyond mere mechanics. It's about embracing a philosophy that revolves around optimization, communication, and a user-first mindset. With this ethos, we present you this handbook, which summarizes the key insights from our extensive guide β€œThe Ultimate Guide to Making Your Service Desk Better,” co-authored by Rachel Wright, an expert Atlassian consultant and JSM administrator.

This guide caters to a diverse audience including organizations adopting ITSM processes, Atlassian application administrators, leaders directing IT strategy, support professionals, and more. Whether you're undergoing a digital transformation or improving your service operations, it's designed to help you along the way. Drawing from the guide, let’s unwrap the essentials for mastering Jira Service Management:

  1. Perfect Your Processes: Jira Service Management isn't a magic wand for fixing flawed processes. We wish it were! Rather, it's an enabler of well-structured workflows. Before diving into the technical aspects of JSM, streamline your processes, workflows, and communication channels. Then, align these with the tool's capabilities.
  2. Set Customer Expectations: Explicitly outline how customers should seek support, communicate response times, and teach customers how to engage with your team and software. For instance, Jira Service Management offers multiple channels for submitting requests (e.g., customer portal, email, embedded widget, etc.). What's your preferred method?
  3. Adapt to Your Customers: Customizing your Jira Service Management is key, but your changes should align with your customers' expectations. Begin by offering a concise selection of Jira request types, then let those evolve organically based on actual needs. Tailor the form fields and status labels to resonate with your customers, and never leave them guessing by making the process crystal clear through prompts and examples.
  4. Measure Success: Jira Service Management provides insights that go beyond the number of requests completed. Focus on service quality, adherence to deadlines, and performance metrics. Emphasize the value of exceptional support over sheer ticket numbers.
  5. Customize with Caution: Customization should be balanced with the long-term health of your application. Decisions today impact tomorrow's maintenance and performance. Sustain the application's long-term health through mindful customization.
  6. Master the Queues: Queues are your allies. Maximize their potential by skillfully organizing and filtering incoming requests through these tips:
    • Craft queues that mirror how your team divvies up tasks and sets priorities.

    • Divide and conquer by creating dedicated queues for each area of your organization.

    • If your organization is charging forward with a major initiative, create a queue exclusive to requests tied to that project.

  7. Permission Checkups: Jira Service Management offers a wide range of permissions spanning the entire application; however, this flexibility requires vigilance. Regularly audit permissions to ensure they align with roles and responsibilities. Create test accounts to validate user capabilities and prevent unauthorized access. To maintain the security of your system, make sure to review permissions at regular intervals.
  8. Integrate Applications: Integration is the name of the game – connect your Atlassian products to enhance collaboration and efficiency. Bridge gaps in communication by linking JSM requests to related Jira Software issues, Confluence pages, and more. You can also use WebHooks, the REST API, or apps to integrate internal applications and non-Atlassian software.

  9. All Hands on Deck: Remember, Jira Service Management extends beyond IT teams! Teams across the organization – HR, marketing, and any team with customer/employee interactions – can benefit from its support functionalities. Cast JSM's net wide to conjure inter-departmental magic.

  10. Supercharge with Apps: Jira Service Management is a powerful tool, yet our diverse needs often call for more. You can take its potential to the next level by seamlessly integrating apps that expand its capabilities. For instance, JSM boasts a canned responses feature that lets you craft replies for issue responses. But what if you need to include attachments in templates or set automatic signatures for agents? This is where Canned Responses Pro Templates for Jira comes into play. Or suppose your clients hate emails, and demand real-time communication and faster issue resolution. In that case, Chat for Jira Service Management is your answer. Additionally, for seamless integration with Slack and harnessing the power of AI for support, you can explore HelpDesk+. This synergy with client expectations is further extended by apps like Time to SLA, which offers robust SLA management with comprehensive configuration, reporting, and search functionalities.

In essence, this handbook isn't just a compilation of tips; it's your blueprint for elevating customer support to new heights. It's about shaping Jira Service Management to mirror your commitment to impeccable service and transform your service desk into a hub of efficiency and excellence. For an in-depth dive, check out the complete guide – your service excellence awaits! πŸš€



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