🔑 What are the key features of Feature Bundle for Jira Service Management?

Explore the extensions for Jira Service Management available in Feature Bundle:

• Edit Requests: Empower users to customize request details effortlessly, enhancing communication and clarity.

• : Possibility to restrict who has access to Jira customer portal and Request Types.

• : Elevate the request viewing experience with enhanced data about requests, ensuring optimal clarity and understanding.

• : on the service issues for non-agents.

• Create an announcement on the Help Center or on the particular Customer Portal based on ticket status or dates.

• Quicker and easier service project configuration thanks to and .

• Small but mighty improvements for Jira administrators, such as or .

With these diverse features, you can ensure seamless communication, streamlined processes, and heightened satisfaction for both customers and support teams. Advanced incident management and communication are essential for quicker resolutions and improved CSAT scores.

👋 Welcome to Feature Bundle

The Feature Bundle app offers extensions for Jira Service Desk aimed at service desk agents and all Jira Service Management projects. It empowers you to enrich the Jira customer portal and create a customer service experience finely tuned for incident management, boosting agents' CSATs along the way.

👀 What is Jira Service Management?

Jira Service Management (JSM, formerly Jira Service Desk) streamlines the handling of customer inquiries for teams. This platform centralizes the process, allowing service desk agents to track, prioritize, and resolve issues collaboratively, thus improving customer service. It's particularly effective for incident management. The Jira service desk serves as a hub for creating tickets for customers and forwarding them to service desk agents.

🙋‍♀️ Feature Bundle for ITSM processes

Are you looking to improve customer and agent interactions in Jira Service Management? Do you desire tools that offer deeper insights and assistance on the service portal? Say goodbye to complexity and inefficiency in incident management with our Jira Service Management extension. Crafted to provide detailed incident information and streamline agent workflows, this extension transforms your service delivery.

Enriched portal information enables customers and agents to navigate incidents effortlessly, leading to quicker resolutions and increased satisfaction. Empower your team to enhance customer service and effortlessly enhance your support operations.

🔑 What are the key features of Feature Bundle?

Features include:

• Possibility to restrict who has to the Customer Portal and Request Types

• Customers can by themselves when needed.

• to give customers helpful information about their tickets.

• Showing customers a ticket life cycle with on the request details view.

💪 What are the key benefits of using Feature Bundle?

Key benefits of using Feature Bundle include:

• Better informed customers - Target information important to your customers. Create dedicated banners that accurately respond to their needs.

• Improved service agents' work efficiency - Give customers as much information as possible without engaging agents. Presenting information on the Request Details View helps to avoid the constant questioning and exchange of comments.

• Full control by project administrators - Define what portals and request types are available in a given context. Schedule the display of request types or control the visibility based on groups, roles, organizations, or even JQL.

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💪 What are the key benefits of using Feature Bundle?

Primary advantages of utilizing Feature Bundle include:

• Self-service empowerment: Empowers users to independently manage their tickets and find solutions, reducing reliance on support agents and promoting user autonomy.

• Enhanced communication: Facilitates clear and efficient communication between users and agents, leading to faster issue resolution and heightened satisfaction.

• Centralized information hub: Provides customers with a single, comprehensive source of information within the self-service portal, ensuring consistency and accuracy across channels and minimizing confusion.

• Organizational clarity: Offers a structured and orderly environment for users to navigate, alleviating confusion and frustration often associated with disorganized systems.

• Time efficiency: Saves agents' time by offering customers quick access to information, reducing waiting times and the need to search multiple channels.

• Improved agent productivity: Enhances overall operational efficiency by freeing up agents to address more complex issues, thus boosting the support system's productivity.

• Transparency with customers: Fosters trust through open sharing of information and updates via the service desk self-service portal, promoting clarity and honesty in all interactions.

By showcasing additional values, such as linked issues on the customer portal's request details view, we optimize incident management processes, promote transparent communication, and empower customers to actively participate in resolving their reported issues.

Here's how the agent's workflow unfolds in three steps, focusing on displaying linked issues on the Jira customer portal:

1. Incident Submission: Mark, a customer, encounters an issue while using our application and submits a support request via the customer portal. This action initiates the incident management process within our support system.

2. Linked Issues Display: As Mark navigates to view the details of his support request on the customer portal, he notices a section position in the queue and queue size. Here, he can view how many requests are before his, providing him with context and understanding of the time of waiting.

3. Efficient Resolution: With visibility into the status and position in the queue, Mark doesn't need to contact his agent to inquire about the bug's resolution.

The benefits of displaying additional fields on the service desk portal include:

• Enhanced Visibility: Customers like Mark gain greater visibility into the status and context of their reported incidents, fostering transparency and understanding.

• Efficient Collaboration: Customers and support teams can collaborate more effectively by referencing linked issues and coordinating efforts to resolve related problems, streamlining the resolution process.

You can display:

• Assignee

• Dates: Created, Updated, Resolved

• Time in the current status

• Position in queue and queue size

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.

ITSM use cases:

• Discover how you can improve Jira ticket tracking.

• Additional values in the incident management process.

• Request types are visible only for some groups to avoid tickets in the wrong queues.

Ensure your customers have visibility into their Jira tickets with comprehensive tracking displayed directly on the customer portal.

It's crucial for both external customers and internal employees like Tom, a graphic designer, who might urgently need a new laptop but find the current status inadequate in providing sufficient progress details on his request.

By implementing a transparent Jira ticket tracking system, you enhance customer satisfaction and provide clear insights into the progress of their requests.

Here are the steps agents should take:

1. Workflow Configuration: Admin Greg configures the workflow for specific request types, like Amazon orders.

2. Request Steps Configuration: Greg customizes request steps in the Feature Bundle settings, creating clear stages with meaningful names and descriptions.

3. Visual Consistency: Each step's panel is customized with consistent colors to match the portal's appearance.

4. Detailed Tracking: When Tom creates a ticket for a new laptop, he can see a detailed panel displaying the entire process his request will undergo.

5. Automation for Updates: Greg sets up automation rules to add public ticket comments when they reach specific statuses, ensuring customers are automatically updated on their request's progress. The description field for each status provides additional context and clarifies responsibilities.

The benefits are numerous:

• Real-time Updates: Customers like Tom stay informed about their ticket's progress in advance.

• Enhanced Support: Customers feel supported and have clear information about their request's current stage.

• Self-Service Empowerment: This approach fosters self-service options, allowing customers to find answers independently.

• Transparent Communication: Detailed information about each status is provided, ensuring transparency.

Company ABC operates in various regions and provides specialized services tailored to each region's requirements. To manage service requests effectively, Company ABC has configured organization-specific request types in their Jira Service Desk portal. However, certain request types are relevant only to employees within specific organizations and should not be visible to customers from other organizations.

1. Configuration of Organization-Specific Request Types:

   • The IT administrator, John, configures organization-specific request types in the Jira Service Desk portal to streamline service request management for employees across different regions.

1. Announcement banners: Messages displayed on the service desk portal to relay important announcements, updates, or alerts to users and customers.

2. Edit Jira ticket: Feature enabling customers to modify or update their service requests within the portal without requiring assistance from agents.

3. Escalation: Process of raising a service request or issue to a higher level of support or authority for resolution.

While ITIL offers a robust framework of best practices for IT service management, ITSM encompasses a broader scope of implementing and managing IT services to meet organizational requirements and deliver value to customers. By integrating ITIL principles into an ITSM framework, organizations can optimize IT service delivery processes, thereby enhancing overall service quality and customer satisfaction.

ITIL (Information Technology Infrastructure Library)

Definition: ITIL serves as a framework of best practices for IT service management, offering guidance on aligning IT services with business needs, focusing on processes, tasks, and checklists to deliver value and uphold a high level of customer satisfaction.

🔑 Key Components:

• 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 effectively manage IT services, 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.

Benefits:

• Improved Service Quality: ITIL best practices contribute to enhancing the quality and reliability of IT services, leading to higher customer satisfaction.

• Efficiency: ITIL streamlines IT service delivery processes, reducing inefficiencies and operational costs.

• Alignment with Business Objectives: ITIL emphasizes aligning IT services with business goals, ensuring that IT investments support overall business success.

ITSM (IT Service Management)

Definition: ITSM involves implementing and managing IT services to meet organizational and customer needs, covering 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 responsible for receiving, managing, and resolving user requests and incidents.

• Incident Management: ITSM processes include Incident Management, focusing on restoring normal service operation promptly after an incident to minimize business disruption.

• 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.

Benefits:

• Increased Productivity: ITSM optimizes IT processes and workflows, enabling IT teams to work more efficiently and effectively.

• Enhanced Customer Satisfaction: Reliable and responsive IT services improve customer satisfaction and build trust with users.

• Risk Mitigation: ITSM processes like Change Management and Problem Management help mitigate risks associated with IT changes and incidents, reducing the likelihood of service disruptions.