Guest Contributor: Damian Rosochacki
The Introduction Text in the Help Desk portal is a great feature of Jira Service Desk that doesn’t get enough attention (alongside the ‘Help and Instructions’ area on request forms and the Announcement message). Let’s take a look at four examples of how you can provide value to your customers using that space.
1. Tell customers what to expect.
Imagine walking up to a store that’s closed and doesn’t have hours listed. Feels bad, doesn't it?
Now imagine entering a Help Desk portal and seeing its hours of operation. That’s pretty neat.
2. Put a face to the service.
Service teams can sometimes miss out on face-to-face interactions with their customers. This makes establishing a relationship with customers difficult. Use the banner area to make a personal introduction from the team lead or one of the team members.
3. Provide alternatives.
For some teams, the portal provides only one way of getting support. If you have other channels available for customers, this may be a good place to call it out.
4. Deflect tickets.
Does your team get an influx of customer complaints during scheduled maintenance? Or do you wish you could let your customers know you’re aware of existing issues with service? Use the banner area to communicate before a request is submitted.
For this use case, you may also want to consider using the Announcement feature instead or use them in conjunction.
I hope you'll find these ideas helpful. For more suggestions or information on how to configure your Jira Service Desk, reach out to Isos Technology today. We'd love to help.