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3 Settings Your ITSM Team isn't Using in Jira Service Desk (But Should Be...)

Atlassian, Jira Service Desk, ITSM

Guest Contributor: Damian Rosochacki


Jira Service Desk offers a lot of great features for IT service teams in support of their ITSM practice, such as:

  • A customer-facing support portal
  • Service Level Agreement metrics
  • Tracking approvals

However, a few features of JSD sometimes get overlooked, despite providing great benefits for these teams, as well as for their customers. In this blog, we'll highlight some of these features and tell you why you're missing out by not using them.


Announcement Banner

The announcement banner feature allows service teams the opportunity to welcome customers to the Portal and surface any important information the user might need before submitting a ticket.

This is your first chance to deflect tickets and solve the customer's problem. You can do this by providing a link to a Statuspage where users can check the health of their systems, mention ongoing issues, and even remind users of planned maintenance times.

Another idea for using this space is to provide information about the team, such as its business hours (or when tickets are monitored), a note from the team lead, or what to expect when filling out a ticket. This is a chance for you to humanize your portal and the customer experience.


Request Type and Field Descriptions

Other frequently ignored configuration options include:

  • Descriptions of Request Types in the Portal
  • Helper messages at the top of request forms
  • Descriptions for fields on the form

Each of those areas provide the service team with the ability to help their customer with more context and guidance, thus leading to better data entering your ticketing system, which helps resolve tickets efficiently. So how do each of these options benefit your team?

  • Request Type descriptions assist users with choosing the correct request type (important for metrics and routing)
  • Helper messages give users more details about filling out the request form and what to expect once they're done (e.g. how fast will you hear back from the team?)
  • Field descriptions ensure that users understand what information we're looking to collect from them (these come in really handy for free text fields, or when explaining options for multi-select fields.)

As an exercise, sit down with your team and think about what information is important to your customers at the different stages of submitting a ticket. What kind of help text can you come up for each of these stages:

  • Accessing the portal
  • Choosing the request type
  • Filling out a request form


Canned Responses

The last feature of JSD that everyone knows about (but few teams take the time to set up and refine over time...) is canned responses. This feature allows the service desk agents to respond to customers using pre-built messages, which maybe doesn't seem like that big of a deal until you consider how much time you can save by setting this up.

Think about every time you manually type out a message on a ticket to follow up in these ways:

  1. To the customer, who is responding to your request for information
  2. To remind an approver that they need to review a ticket 
  3. To ask a user to confirm that their problem is resolved

Each 30 to 60 seconds you spend manually typing these messages doesn't seem like much until you start adding it up and realize you're spending two to three hours a week typing the same comments repeatedly. Now, multiply it by the number of tickets and the number of agents, and you'll quickly start to realize that you're losing hours of productivity for no reason.

As an exercise, look at the three examples of messages in the paragraph above and see if your team can come up with a message for each scenario. Configure those messages as a canned response and have your team try it out for a week. As time goes on, you can configure canned responses for other scenarios, but one thing is for sure...this may become your team's favorite feature of JSD.

Atlassian Tools Jira Confluence

TAGS: Atlassian, Jira Service Desk, ITSM

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