⭐️ Best Practices

How to create a flawless ITSM management process in your organization?

To optimize your Jira customer portal and ITSM management, follow the best practices for Jira service management agent.

1. Create a self-service service desk portal: Develop a user-friendly portal where customers can find answers to common questions, edit requests, and track the progress of their inquiries without needing direct assistance from agents. This will reduce agent workload and improve customer satisfaction.

2. Put more information in customers' hands: Provide comprehensive details about ticket status within the customer portal to empower users to troubleshoot. Give them additional information like the Assignee, linked issues, the blocker, and the request steps workflow.

3. Keep and avoid breached SLAs: Establish and adhere to Service Level Agreements (SLAs) to ensure timely resolution of customer requests and issues. You demonstrate reliability and accountability by setting clear expectations for response and resolution times, enhancing customer trust and satisfaction.

4. Use knowledge-base systems: Implement a robust knowledge-base system integrated into your Jira portal, containing a repository of articles, solutions, best practices, and troubleshooting guides. This lets agents quickly access and share relevant information with customers, accelerating problem resolution and improving efficiency. Use Confluence for it.

5. Proactive agent-customer communication: Minimize back-and-forth interactions by giving customers relevant information on the request detail view. Focus on ticket resolution without customers waiting for answers.

6. Automate routine tasks: Leverage automation tools and workflows to streamline repetitive and mundane tasks, such as ticket routing, data entry, and status updates. Automating these processes frees agent time for more complex and value-added activities while reducing the risk of human error and ensuring consistency in service delivery.

7. Create unique queues: Customize and segment ticket queues based on factors such as issue type, priority, department, or customer segment to optimize agent productivity and response times. Directing tickets to specialized queues ensures that issues are routed to the most qualified agents for resolution, improving efficiency and service quality. For example, create an escalated queue for urgent tickets.