Use cases

This page describes some examples of information that you can collect about Customer and Organization Management.

🧐 Improving Customer Context:

Use the addon's feature to gain instant access to customer context directly within Jira. By collecting and storing relevant customer data on the issue view, support agents can quickly understand the customer's environment, previous interactions, and current issues. Ensure faster issue resolution and improved customer satisfaction.

👩🏻‍💻 Customer Self Service:

Allow customers to complete crucial data themselves through the customer portal. When additional information is needed, a dialog prompts the customer to fill in the details, such as phone number, office or role. Reduce the support team’s workload and ensures that agents have all necessary information to resolve issues efficiently.

🌟 Prioritizing Support Tickets:

Use customer attributes to prioritize support tickets. By defining SLAs based on customer support packages (e.g., VIP vs. basic), ensure that high-priority tickets are addressed promptly. This helps in meeting SLAs and maintaining high levels of customer satisfaction.

📑 Custom Forms for Additional Data:

Create custom forms on the service desk portal to gather detailed information from customers about their issues. Ensure that all relevant details are captured upfront, reducing back-and-forth communication and speeding up the resolution process.

We recommend adding a field called "Support notes" and make it visible only on the Issue View. The customer doesn't have access to this information 🤫