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Hi, Atlassian Community! 👋🏻 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 “The 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:
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.
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.
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.
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! 🚀
Derya Ozdemir _Appfire_