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Feature Bundle Cloud
  • About Feature Bundle
    • Key features of Feature Bundle for Jira Service Management
    • Key benefits of using Feature Bundle for Jira Service Management
    • ITSM use cases
      • Allow customers to fix their mistakes by Editing Requests
      • Improved Jira Ticket Tracking: Amazon delivery use case
      • Save request as a Jira draft service ticket
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On this page
  • Give your customers Request edit option with just one button.
  • The agent's workflow - 4 steps you should take
  • Why is it worth it?

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  1. About Feature Bundle
  2. ITSM use cases

Allow customers to fix their mistakes by Editing Requests

An option for clients to correct their mistakes and make Customers support even more efficient.

PreviousITSM use casesNextImproved Jira Ticket Tracking: Amazon delivery use case

Last updated 7 months ago

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Give your customers Request edit option with just one button.

Customers are humans like us, so they also sometimes make mistakes. Let's give them opportunity to fix it!

For instance, an employee like John, an admin of his Jira instance faces issues with our App update and needs to provide a key. However, when he was typing it, he was really busy and misspelled it.

With our edit request he can change it, without creating any unnecessary comments.

The agent's workflow - 4 steps you should take

  1. Admin Eve prepares Customers action screen in Feature Bundle configuration. She names it Edit request, allows to edit Description and Key Field.

  2. Then, she adds it to proper project and request type.

  3. After John creates a support ticket, he can view an edit request button, where he will correct all his mistakes.

  4. John configure an automation rule to change a key in their inner request ticket, so he wouldn't even notice, that the mistake was made.

Why is it worth it?

  • Customers are able to correct their mistakes: Customers won't fell uncertain was their comment, that describes a mistake was read.

  • Improved customer support: Customers feel supported and could help in resolving ticket faster.

request steps on the customer portal