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Transparency is the Best Policy

Jira Service Desk, ITSM

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ITSM is a hot word nowadays. With companies focusing on internal customer relations as well as external, it’s important to find ways to improve customer satisfaction. A quick and easy way to do this is through transparency. This can be attained in a number of ways, both in Jira Service Desk (JSD) and as a team process.

Increased communication is one step to a happier customer. Using JSD automation for responses is a fast way to acknowledge to the customer that their ticket has been received. It can be set up to respond when a customer submits a ticket and when a customer responds to a ticket.

Easy-to-understand statuses also help with transparency. JSD allows for statuses to be mapped for the customer to see on the portal. This allows for customer statuses to exist without interfering with internal statuses. It’s the difference between the internal status of “Finance” and the customer seeing “Waiting on Budget Approval.”

Letting a customer know what the expected wait time is for their ticket helps with customer expectations. The customer knows that their ticket will be looked at within a certain timeframe and will be less agitated than if they had received no response or a vague response. Allowing a customer to see that typical response time for when a ticket will be worked on sets a baseline.

Think of the times when you were a customer requesting assistance. The golden rule helps a lot in this situation: “Treat others how you’d like to be treated.” This is a great stepping stone to ensure customer satisfaction and manage customer expectations.

Atlassian Solution Partner

TAGS: Jira Service Desk, ITSM

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