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Learn how to design a flawless prospective service desk portal and manage incident management effectively with the Feature Bundle for Jira Service Management Cloud.
🚀 Free Webinar: Stress-free incident communication with Jira Service Management
📚 Free Whitepaper: Adapt your service desk for Enterprise. 💡Explore must-have customer actions.
Feature Bundle app provides Jira service desk extensions for service desk agents and all Jira Service Management projects. With all the features, you can enhance the Jira customer portal and design a customer service that is perfectly tailored for incident management and raising agents' CSATs.
Jira Service Management (formerly known as Jira Service Desk) helps teams efficiently manage and resolve customer inquiries. Through a centralized system, service desk agents can track, prioritize, and resolve issues, enhancing collaboration and customer service. It's a perfect tool for incident management. The Jira service desk is a place to create Jira tickets for customers and transfer them to service desk agents.
Are you seeking to enhance customer and agent experiences within Jira Service Management? Longing for tools that provide additional insights and support on the service portal?
Bid farewell to complexity and inefficiency in incident management with our Jira Service Management extension. Designed to offer comprehensive incident details and prioritize agent workflows, this extension revolutionizes your service delivery.
With enriched portal information, customers and agents can navigate incidents seamlessly, ensuring swift resolutions and heightened satisfaction. Empower your team to improve customer service and easily elevate your support operations.
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Here you can find examples of implementing Feature Bundle for Jira Service Management in the agents' workflow. Check how you can improve Jira service desk management.
Incident management is an extensive process where even the smallest improvement in the workflow can impact resolution time. Read real-market use cases of Feature Bundle in agents' workspaces and learn how to create an advanced customer portal for customer satisfaction and agent efficiency.
An option for clients to correct their mistakes and make Customers support even more efficient.
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.
Admin Eve prepares Customers action screen in Feature Bundle configuration. She names it Edit request, allows to edit Description and Key Field.
Then, she adds it to proper project and request type.
After John creates a support ticket, he can view an edit request button, where he will correct all his mistakes.
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.
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.
Meet a features overview in Feature Bundle app and see how the app is capable of improving your Jira service desk.
Create an advanced Jira customer portal with extensions, and improve incident management and communication on the agent-customer line.
Streamlined communication: Minimizes back-and-forth interactions between users and agents by providing clear, easily accessible information, resulting in quicker problem resolution and improved customer satisfaction.
One source of truth: Better informed customers with all relevant information and resources within the self-service portal, ensuring consistency and accuracy across different channels and reducing confusion or conflicting information.
Control over chaos: Provides users with a structured and organized environment to navigate through, mitigating overwhelm and frustration often associated with scattered information or unclear processes.
Time-savings: Saves agents' time by giving customers quick access to the information they need, reducing the need to wait for assistance or search multiple sources for answers.
Agents' work efficiency: This improves overall operational efficiency, freeing up agents to focus on more complex issues and enhancing the support system's overall productivity.
Being transparent to your customers: Build trust by openly sharing information and updates with customers through the service desk self-service portal, ensuring clarity and honesty in all interactions.
Announcement banners to keep your customers constantly up-to-date. Set up banner visibility based on request types, project roles, email domain, customer language, and organization.
Incident banners to create automated incident announcements that are visible until resolution or meeting JQL right from the ticket view.
Panels with field values on request to give customers helpful information about their tickets and eliminate questions to service desk agents.
Request Steps to preview the request stage and how much is left to resolution.
Thanks to all these features, you can keep your customers constantly up-to-date and satisfied with customer support. Advanced incident communication is a key to faster resolution and raising CSAT.
Improved Jira Ticket Tracking and Customer Communication in Jira Service Management
Customers may feel unsure about the current progress of their requests when they don't have access to clear information on the different stages their ticket goes through. It works both ways: for external customers and also internal meaning employees.
For instance, an employee like Tom, a graphic designer, faces issues with his current laptop and urgently needs a new one. However, he finds the IN PROGRESS status on his request inadequate, as it does not provide sufficient details on the progress of his laptop order.
You can improve it and give your customers a comprehensive and transparent Jira ticket tracking system.
Admin Greg configures the workflow for the specific request type Amazon order.
Then, he accesses the Feature Bundle settings and proceeds to the Request steps configuration. He selects the "Amazon order" request type and creates individual stages in the workflow. Each stage is assigned a meaningful name and a brief description to clarify its purpose.
Greg also customizes the color of each step's panel to maintain consistency with the Portal's appearance.
After Tom creates a ticket for a new laptop, he can view a detailed panel displaying the entire process his request will go through. This panel, visible in the request details view, provides a transparent breakdown of the different stages involved.
Customers are constantly up-to-date: Customers like Tom are informed in advance about the stages their tickets will go through and what each stage signifies.
Improved customer support: Customers feel supported and have clear information about the current stage of their request.
Self-service spirit: This approach paves the way for implementing self-service options in the support process, empowering customers to find answers independently.
A customer may need information to create a request that he doesn't have at the moment. Agents need a complete request to start working on it.
The dev team uses the planning poker addon and has noticed it is crushing. The topic was brought up at the retrospective. Scrum master John decides to pass this information to the project admin. Project admin Tom decides it is necessary to report the problem to the vendor, and that's what he does.
How to edit Jira ticket? How to escalate ticket and why is it important? Read about Jira queue management.
Enabling customers to elevate Jira tickets facilitates excellent customer service and expedites the resolution of urgent tickets. Through the use of this self-service strategy and the effective use of escalation, we have observed increased customer happiness, improved transparency, and efficient workflow. This particular implementation has revolutionized our support system, allowing us to swiftly identify and prioritize urgent cases, ensuring that they receive immediate attention from our dedicated support agents.
Upon creating the request, John notices a prominent banner providing information on escalating an issue to underline its importance. Recognizing the urgency of his current ticket, John clicks on the Escalate button, effectively indicating that this particular request requires immediate action.
By clicking the Escalate button, John successfully changed the ticket's priority from medium to critical, and its status is now officially "escalated." This modification is crucial as it helps prioritize the ticket and ensures it receives immediate attention from the support team.
From the agent's perspective, we see the Escalated status on the issue, and they know to prioritize it. Moreover, we have a unique escalated queue where all urgent issues are stored.
A customer sees on the portal additional information about the Assignee (it's clear who the agent is), resolution date, attachments, and priority set by an agent.
Improved Urgency Management: The Escalate button provides a simple yet effective way for users like John to communicate the urgency of a particular issue. This feature enables support teams to quickly identify and address critical cases, avoiding any unnecessary delays in resolution.
Enhanced Transparency: With the workflow and status updates clearly visible to users, there is increased transparency in issue tracking and resolution. John can stay informed about the progress of his escalated ticket, giving him peace of mind that the matter is being handled appropriately.
Efficient Agent Workflow: When a ticket is escalated, support agents can immediately identify it in a special Escalated queue. This segregation ensures that urgent cases receive prompt attention, preventing them from being buried among regular requests.
Improved Collaboration: The Escalate button not only changes the ticket status but also adds a comment under the issue, detailing who made the escalation and when it occurred. This additional information fosters collaboration between users and support teams, as everyone is aware of the actions taken on the ticket.
Greg configures automation rules to add public ticket comments when they reach specific statuses. These comments will automatically update the customer on the progress of their request. Additionally, the team can use the description field for each status to provide more context, explaining what each status means, the actions taken at that stage, and who is responsible for it.
Agents with more efficient work: With comprehensive status updates available, agents can focus on addressing actual issues rather than answering status-related inquiries.
A banner at the portal with a pleasant message about filling in all needed information.
Tom fills in the fields where he is sure: app name, hosting, and instance URL. Unfortunately, he cannot access the SEN license number for the addon. He also doesn't know exactly what the plugin's instability manifests as, so he leaves these fields blank and creates a ticket. The ticket is created as a DRAFT status. Let him click the SUBMIT button if he doesn't want to add anything to it. However, Tom knows that he needs the support of his colleagues to make the submission rich in information.
Tom joins two people: Greg, who is the site admin, and Beth, who is the dev team leader. Tom can share the ticket thanks to the native Jira functionality Share with. Greg enters the request, clicks Edit request, and fills in information about SEN. Beth, on the other hand, describes the problem in detail. After each action, a comment is added to the task, stating who edited what field and when.
Tom enters the request, clicks on the Edit request button, and completes the Project type field, which is company-managed software. On this screen, he also chooses to change the status to OPEN.
The ticket that catches OPEN statutes is in the queue. The agent can work on this with all essential data packages; all concerned are already added to the ticket.
Agents with access to all necessary data: They have all crucial information in the ticket.
Agents don't get stuck due to waiting for answers: Without spare communication and billions of the same questions, they can resolve tickets much faster.
Meeting SLA faster: Happier customers!
No rush decisions: Reporters can take their time to collect information and save tickets as drafts.
Editing requests prevents mistakes or incorrect data entry: When this happens, the reporter can edit the ticket (the admin decides who, when, and how many times it can edit).
One source of truth: Without other channels, side conversations – all at once in the right place with notification for all concerned.
Transparent communication: It makes it easier for the agent.
Enrich service desk portal with additional values to create a knowledge hub for your customers.
By displaying additional values like linked issues on the customer portal's request details view, we enhance incident management processes, facilitate transparent communication, and empower customers to actively participate in resolving their reported issues.
Mark, a customer, encountered an issue while using our application and submitted a support request through the customer portal. As he navigates to view the details of his request, he notices additional information regarding linked issues.
Incident Submission: Mark submits a support request detailing the issue he encountered, such as a bug or functionality error. This initiates the incident management process within our support system.
Linked Issues Display: Upon viewing the details of his support request on the customer portal, Mark notices a section displaying linked issues. Here, he sees any related incidents, tasks, or bugs associated with his initial request. So, he already knows that it is part of something bigger.
Mark doesn't text or call his agent to ask when the bug will be resolved because he sees the status of the linked issue and relation.
Enhanced Visibility: Displaying linked issues gives customers like Mark greater visibility into the status and context of their reported incidents.
Efficient Collaboration: Customers and support teams can collaborate more effectively by referencing linked issues and coordinating efforts to resolve related problems.
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Sometimes agents need more information, than customer provided, they can request it now and customer will have an opportunity to add it directly to the proper field
Customers often thinks that they provided everything, that is necessary, but agents needs more information.
Let's get back to our employee Tom, a graphic designer, after getting new laptop he needs some paid software to continue his work. He adds ticket like that and gets response.
Keep request clean: Customers are able to provide information without unnecessary comments and they're saved in fields right away.
Saves the Agent time: Agents, don't have to manually copy-paste from comments
Learn the basics Jira Service Management terms connected to incident management and customer portal.
Announcement banners: Notices displayed on the service desk portal to communicate important announcements, updates, or alerts to users and customers.
Edit Jira ticket: Functionality allowing customers to modify or update their service requests within the portal without engaging agents.
Escalation: Process of escalating a service request or issue to a higher level of support or authority for resolution.
Incident: An unplanned interruption or reduction in the quality of an IT service, often resulting in the need for immediate attention and resolution.
Incident communication management: Procedures for effectively communicating with customers during incidents to keep them informed of progress and expected resolutions, minimize agents' engagement, and maximize resolution effectiveness.
Incident Management: The process of managing and resolving incidents to minimize disruption to IT services and restore normal operations promptly.
ITIL: Framework for IT Service Management (ITSM) that provides best practices for aligning IT services with the needs of the business.
ITSM: IT Service Management encompasses the processes, policies, and procedures used to design, deliver, manage, and improve IT services for organizations.
Jira Service Desk portal: An online platform or interface where users can submit service requests, report incidents, and access IT support services.
JQL: Jira Query Language, a query language used in Jira software for searching and filtering issues. For functions, visit the .
Queue: A waiting line where service requests or issues are held until Jira service desk agents can address them.
Request type: Categories or classifications used to classify service requests based on their nature or purpose.
Resolution: The action or process of resolving a service request or incident, often resulting in a solution or workaround being provided.
Service desk agent: A support team member responsible for handling service requests and incidents.
SLA: Service Level Agreement, a formal agreement defining the service level expected from a service provider, including response and resolution times.
What is a difference between ITIL and ITSM?
While ITIL provides a comprehensive framework of best practices for IT service management, ITSM encompasses the broader implementation and management of IT services to meet organizational needs and deliver value to customers. By adopting ITIL principles within an ITSM framework, organizations can optimize IT service delivery processes and enhance overall service quality and customer satisfaction.
Definition: ITIL is a framework of best practices for IT service management. It provides guidance on how to align IT services with the needs of the business, focusing on processes, tasks, and checklists to deliver value and maintain a high level of customer satisfaction.
Service Lifecycle: ITIL organizes IT services into five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (CSI).
Processes: ITIL defines various processes to manage IT services effectively, including Incident Management, Change Management, Problem Management, and Configuration Management.
Roles and Responsibilities: ITIL outlines the roles and responsibilities of IT service providers and users, ensuring clear accountability and efficient service delivery.
Best Practices: ITIL promotes adopting best practices for IT service management, offering guidelines for implementing processes and improving service quality over time.
Benefits:
Improved Service Quality: By following ITIL best practices, organizations can enhance the quality and reliability of their IT services, leading to higher customer satisfaction.
Efficiency: ITIL helps streamline IT service delivery processes, reducing inefficiencies and operational costs.
Alignment with Business Objectives: ITIL emphasizes aligning IT services with business goals and priorities, ensuring that IT investments contribute to overall business success.
Continuous Improvement: Through the Continual Service Improvement stage, ITIL encourages organizations to continuously review and enhance their IT services to meet changing business needs and technological advancements.
Definition: ITSM refers to implementing and managing IT services to meet the needs of the organization and its customers. It encompasses the processes, tools, and techniques used to design, deliver, manage, and improve IT services throughout their lifecycle.
Key Components:
Service Desk: ITSM typically includes a central service desk or help desk function that is responsible for receiving, managing, and resolving user requests and incidents.
Incident Management: ITSM processes include Incident Management, which focuses on restoring normal service operation as quickly as possible after an incident to minimize disruption to the business.
Change Management: ITSM emphasizes Change Management, which governs the planning, approval, and implementation of changes to IT infrastructure and services to minimize the risk of service disruptions.
Service Catalog: ITSM often involves creating and maintaining a Service Catalog, which provides users with a centralized list of available IT services and their associated details.
Benefits:
Increased Productivity: ITSM helps optimize IT processes and workflows, enabling IT teams to work more efficiently and effectively.
Enhanced Customer Satisfaction: By providing reliable and responsive IT services, organizations can improve customer satisfaction and build trust with their users.
Risk Mitigation: ITSM processes such as Change Management and Problem Management help mitigate risks associated with IT changes and incidents, reducing the likelihood of service disruptions.
Alignment with Industry Standards: ITSM frameworks such as ITIL provide industry-recognized best practices and guidelines for implementing ITSM processes, ensuring alignment with industry standards and benchmarks.
Keep your customers up-to-date and inform them in advanced about upcoming events. All of them at once with dynamics banners.
Utilizing a dynamic banner on the customer portal to communicate information about upcoming maintenance or holiday closures enhances customer experience by keeping users informed and minimizing disruptions to their workflow.
Sarah is a regular user of our application, and she frequently accesses the customer portal to report issues or seek assistance. As she logs into the portal one morning, she notices a dynamic banner at the top of the page.
The banner prominently displays a notification informing customers about an upcoming maintenance schedule. The message states, "Scheduled Maintenance Notice: Our system will undergo maintenance on [date] from [start time] to [end time]. During this period, access to certain features may be limited. We apologize for any inconvenience."
Sarah appreciates the clarity of the message, which clearly communicates the dates and times of the maintenance window. She finds it helpful to know when she might experience service disruptions in advance.
The banner is scheduled to disappear automatically after the maintenance date. It is visible for all customers at the Help Center, where all request types and details are viewed to ensure they won't be missed.
The Banner was created with HTML and is visible and eye-catching.
The same situation can be about upcoming holidays.
Customer Awareness: The dynamic banner ensures customers know about upcoming maintenance or holiday closures well in advance, reducing surprise and frustration.
Proactive Communication: The company is committed to transparency and customer-centricity by proactively notifying customers.
Mitigated Impact: Customers can plan their activities around maintenance windows or holiday closures, minimizing inconvenience.
