Jira for Customer Support: 8 must-know strategies to streamline your workflow

You pull your weight to scale the sales — what about your customer support? 

It’s not easy to skyrocket services and keep customer satisfaction levels up, however, this is where technology comes in handy. Jira, the popular project management tool, can be a game-changer for internal and external support agents.

In this step-by-step guide, we will show you how to configure Jira for Customer Support and use its powerful ticket management features and apps.

Follow 8 pivotal tactics to transform helpdesk operations, making your team more efficient and delighting your customers. 

Let’s dive in.

Can Jira be used for Customer Support? 

Jira offers key features that organizations can use in their customer service efforts, including:

  • Issue/ticket management — to track customer requests, bugs, questions, or any other issues. 
  • Knowledge base — to build a searchable knowledge base of documentation, FAQs, and how-tos to self-serve customers.
  • Request tracking — to log, track and resolve different types of (internal or external) customer requests.
  • SLA monitoring — to automatically monitor SLAs and keep support teams accountable to response time goals.
  • Communication tool — to provide a centralized place for internal collaboration and communication with customers on tickets.
  • Reporting and analytics — to offer visibility into support volume, team performance, popular issues and more for continued improvements.
  • Workflow customization — to model the unique processes involved in different support models like email, chat, phone etc.
  • Integrations — with CRM, helpdesk and ITSM tools to get a full view of customer history and support all channels from one place.

Jira has a robust issue, project and knowledge management capabilities. Customer Support teams can use them to improve processes and deliver better services.

The main platform in the Atlassian portfolio for service and support workflow management is Jira Service Management. It replaced Jira Service Desk, extending its core capabilities with ITSM features like jira incident management, change, and release management.

Benefits of using Jira Service Management for CS teams

With Jira’s ticketing system, workflows, and built-in reporting, teams can efficiently manage, track, and resolve issues. Clear visibility into open tickets and key metrics allows leaders to improve support processes.

The team’s productivity goes up

With Jira, you can have all requests, issues, statuses, and communications in one centralized system. Agents can quickly see ticket histories and resolutions without checking email threads or spreadsheets. 

In one word, the team spends less time searching for information and more time helping customers.

Maximized customer satisfaction

Working with Jira, agents gain full ticket context to resolve issues faster. Customers can easily view ticket updates and responses. They also receive notifications when tickets change status. 

This keeps customers in the loop and builds trust in the support organization.

Better teamwork

The Jira platform promotes collaboration between agents and other departments. Notes, attachments, and discussions are all in one place. Teams can easily share knowledge through custom fields and comments. Managers can oversee workloads and reassign tickets seamlessly. 

The centralized system streamlines hand-offs and speeds up resolution when multiple teams are involved in an issue.

Comprehensive reporting and analytics

Detailed reports in Jira showcase operational metrics to upper management. Leaders can analyze trends like popular topics, agent workloads and resolution times to improve processes and benchmark team performance. 

Let’s talk about how Jira can answer your customer support needs.
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14 Jira features and apps to boost ticket management

Time to delve into details on how Jira can support agents in everyday work. Let’s take a look at some Jira Service Management’s key features.

  1. Issue/ticket tracking: It allows to log, categorize, prioritize, assign, and resolve customer requests and issues. Teams can see the full history, status, and workflow of all requests.
  1. Self-service portal: Customers can log issues, check statuses, search knowledge bases directly. As a result, it takes support agents’ workload off.
  1. Service level agreements (SLAs): Jira helps track SLA metrics like response times, and issue resolutions. It notifies teams on breaches and identifies bottlenecks.
  1. Knowledge base: It’s a central place based on integration with Confluence to document resolutions, FAQs, how-tos. Customers can search to help themselves and agents reference to solve issues faster.
  1. Reporting and dashboards: The feature gives insights into volumes, response times, top requests, and agent performance. It helps organizations to identify areas for improvement or resource allocation.
  1. Screen sharing/collaboration: Agents can share screens to guide resolutions remotely. 
  1. Automation: JSM platform uses workflows to automate routine tasks like assignment, notifications, for example, auto-closure of old support tickets. Additionally, bots (virtual agents) can answer common questions to reduce agent workload.
  1. Integrations: You can integrate Jira with a wide range of tools to have a unified view and inform customers every step of the way.

Apps and extensions expanding native Jira capabilities

  1. Slack integration: It facilitates communication between teams and customers, allowing for real-time updates and collaboration on service requests.
  1. My Requests Extension for Jira Service Management: The app simplifies request management enabling admin to have extensive access control and customers to personalize their Requests page.
  1. Theme Extension for Jira Service Management: It allows organizations to personalize their Customer Portal and make it align with their brand visual identity.
  1. Bitbucket and Bamboo: The integrations connect development and deployment processes with service management, ensuring that IT operations are aligned with development workflows.
  1. Queues for Jira and JSM: The app helps agents to manage tickets from all of the different Jira projects in a single place.
  1. Extension for Jira Service Management: It enables creating dynamic, intuitive fields. This way teams can create request forms that include all the information agents need.

Time for practice. We will show you all the crucial steps to help you leverage Jira for customer support purposes. Jira Service Management Cloud will be the main exemplification here. To see things yourself, you can test the JSM for free in a 30-day trial.

How to make customer support’s work a breeze with JSM: a step-by-step guide  

Worth reading

To make the very first step, check out our Get started tutorials:

How to set up Jira Service Management

How to customize Jira Service Management Portal

#1 Start a customer service project on JSM Cloud

When you are creating a project in Jira Service Management you can choose between multiple templates recommended to specific teams or use cases. Each template includes pre-configured request types, workflows, and automation features. 

One of them is the Customer Service Management template. 

Project template in JSM made for customer service management purposes

Let’s create your customer project in Jira Service Management, using this template. Follow these steps.

  1. In the Jira Service Management navigate to Projects > Create project.
  2. Choose a template and select Use a template.
  3. On the Create project screen.
  4. Type a project name.
  5. Set a key (a descriptive prefix for your project’s issues to recognize work from this project).
  6. Choose a team type (such as Customer service).
  7. If you chose a team-managed project:
  8. Choose an access level.
  9. Choose a default language.
  10. If you chose a company-managed project:
  11. You can transfer settings from another project into the one by duplicating the project set-up. Select > Share settings with an existing project and then select a project from the dropdown list. 
  12. Select Create project.

Inviting team members

Now, we are going to add agents and collaborators to your project.

  1. Go to your JSM Cloud dashboard.
  2. Select the project.
  3. Open the project sidebar, click on Project settings.
  4. In the Project settings menu, click on People.
  5. Click on Add people.
  6. Enter the email addresses of the team members you want to invite.
  7. Select the roles you want to assign to them (Service Desk Team, Administrator, Customer, Viewer).
  8. Click Add or Send invitations. The invited team members will receive an email with an invitation to join your project.
Adding people and their roles to the project in the Project settings.

Congratulations. You have your first project and now you can move further to customize Jira Service Management. Let’s create a nice and cozy homebase for your customers. 

#2 Create an intuitive customer portal using JSM

A customer portal in Jira Service Management allows customers to log service requests, check on the status of existing requests, and view knowledge base articles. All without direct access to the full Jira software. 

Jira Service Management Cloud automatically creates the customer portal when you start a new service project. Then, it’s time to set details and the types of requests customers can submit. 

You can also customize how the portal displays, adding elements of your brand identity. This way you will provide a seamless and consistent user experience. 

Setting portal details

Let’s start. Follow these steps. 

  1. Choose your service projects.
  2. Select Project Settings then > Portal settings.

In the Portal settings, you will see the portal URL and can set an introductory message, the one your customers see when they enter the portal.

Also, you can add your company’s logo, set channel access and configure how portal announcements are displayed.

Portal configuration options in the Portal settings.

Selecting new types of requests

Request types populate the menu of options customers see when submitting requests through the portal interface. They provide an easy way for customers to request the help or assistance they require.

Within the backend, request types serve to define and group incoming queries for the support team.

The included project template has some standard request types pre-defined. However, you can customize and create new request types to best match your organization’s requirements.

Each request type in a service project is based on an issue type. You can create a new request from scratch, aligned with your project’s needs, or use Jira templates.

Selecting request types from the Customer Service category.

Here below, we will guide you through creating a new request type from scratch.

  1. Choose your service project, then go to Project settings > Request types.
  2. Select the Create request type button in the upper left, then choose Create blank.
  3. Fill in the details in the request form:
  4. Add a name.
  5. Add a description that will appear under the request type’s name in the portal.
  6. Add an icon.
  7. Select or create a portal group where this request will appear.
  8. Select the issue type that will determine the workflow and fields visible for this request type.
Protip: Clearly show customers what requests they can submit

Define clear request types that guide customers on the issues they can report. This helps in categorizing submissions effectively.

Creating the portal’s design

As you can see in the Portal settings, Jira Service Management offers some basic customization options. You can add a project name and logo to your Customer Portal.

But what about implementing your brand colors? 

If you want to make your portal more visually appealing and tailored to your brand identity, test the Theme Extension for Jira Service Management app.

Theme Extension for Jira Service Management app

The app allows organizations to fully customize the look and feel of their customer-facing support portal to match their brand. 

For example an airline can create a portal with travel-themed imagery, their brand colors, and custom icons for different support categories like booking, baggage, etc.

Changing the portal look with Theme Extension doesn’t require any technical expertise. There are several premade templates to choose from or personalize.  

Exemplary Support Center in Theme Extension for Jira Service Management.

By customizing Support Center like this, you can:

  • Maintain brand consistency

You can ensure that your organization’s support portal aligns with the overall brand identity (customizing colors, logos, fonts, etc.).

  • Create targeted portal experiences

The app offers opportunity to create separate customer portals for different user groups or products. The users also choose which request types to show for a specific service project. 

  • Improve self-service

A well-designed, intuitive portal encourages customers to find answers themselves before contacting support.

By leveraging these capabilities, you can create a more professional, user-friendly, and on-brand support experience for your customers, potentially improving satisfaction and reducing support workload.

After everything’s set up, share your portal’s URL with your customers.

Transform your Customer Portal to perfectly match your brand’s look and feel.
Explore the Atlassian Marketplace and start your 30-day free trial of Theme Extension today.
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Customizing customer requests view

Now, let’s try to understand your customers’ perspective when they submit a request in Jira.

Customers can track their submitted tickets through the customer portal. Remember to ensure that they have access to view the status of their requests. This can be configured in the Portal settings.

The default search view in Jira Service Management offers some basic filters for Request Type and Status. However, for customers who regularly submit multiple requests across various service teams, the standard Jira options may not meet all of their needs. 

In these situations, an app such as the My Request Extension for JSM can come in handy. It allows users to more effectively track and organize their requests from their viewpoint, saving time and effort.

My Request Extension for JSM

The My Request Extension for Jira Service Management expands the toolbox for anyone who uses the customer portal. It strengthens key areas like usability, flexibility and security of request listings. 

Best of all, the app’s interface is logical and adaptable. Whether you’re assisting customers or submitting tickets yourself, this solution helps maximize efficiency. 

  • End users can find tickets faster

Flexible My Requests view and configuration options make it easier to access information without having to go to each ticket. It saves time and increases overall customer experience. 

  • There is no need to grant JSM access to your customers 

It is not necessary to engage an agent’s time or grant access to JSM to the client. Enabling your customer to display additional information supports self-service. 

The examplery view of employee onboarding requests customized using Extension for Jira Service Management app.

#3 Manage tickets smartly with queues

In Jira Service Management, service requests are treated as issues, Users can track and manage them through a defined workflow.

Once a request is submitted, it undergoes an assessment based on predefined criteria. Depending on the nature of the request, it may be routed to specific teams or individuals for fulfillment. 

Customers and IT service agents see requests in a list named queues, one of the functionalities available in native Jira Service Management. Thanks to queues customers can check details like priority, urgency, and how long it should take to solve issues. 

Queues are essential feature of Jira for customer support as they help agents efficiently handle and prioritize incoming tickets. Teams can keep the finger on the pulse that critical issues are addressed promptly.

How to create a queue in JSM Cloud

Creating a cross-project queue in Jira Service Management is simple and straightforward. Just follow the steps below. 

  1. From your service project sidebar, select Queues.
  2. Click Manage Queue.
  3. Click on the Create new queue button. 
  4. Fill in the Name of the queue. Give your queue a clear and descriptive name that reflects its purpose, such as High-Priority Bugs.
  5. Utilize the Order by dropdown to sort your queue based on various fields for better organization, such as the due date for prioritizing issues.
  6. Drag and drop the columns to create the most efficient layout.
  7. Click Create.
Managing queues in Jira Service Management

Managing tickets in one place (and more) with Queues for Jira&JSM app

To extend Jira native features, you can use apps available on Atlassian Marketplace such as Queues for Jira&JSM app. It allows to manage queues from different projects in a single place, making agents’ work easier and more transparent.

Cross-project view in Queues for Jira Service Management

So how can you utilize this extension? Here are three common scenarios along with examples:

  • Support teams can manage tickets from multiple service desks in one place.

Example: A company with separate service desks for IT, HR, and Customer Support can create a centralized queue that consolidates tickets from all departments. This allows agents to prioritize urgent requests across all services without switching between different projects.

Read more on our blog
  • Control who can see and manage specific queues based on roles.

Example: Queque admins can create queues for certain groups like support, IT or HR. Queques can be set in groups. For instance, for HR there will be queques like onboarding, offboarding, recruitment set in one group.

  • Highlight tickets that are approaching SLA deadlines.

Example: A queue can be configured to show tickets that are nearing their resolution time, allowing agents to focus on high-priority issues first. This helps maintain service level agreements and enhances customer satisfaction.

Protip: Facilitate cross-team collaboration

You can use Queues for Jira Service Management app to create shared queues that display tickets from multiple teams. Thanks to it agents see and manage issues that require cross-team attention in one consolidated view. Learn more about best practices in this article.

Remember to regularly monitor and manage the size of your queues to prevent them from becoming too large, which can be overwhelming for agents. Also, consider setting up thresholds for the maximum number of tickets in a queue and take action if the number exceeds the limit.

#4 Fine-tune SLAs: keep a finger on the pulse to provide high-standard services

In customer service, Service Level Agreements spell out what is required for the provider and recipient, detailing response times and success criteria. SLAs build a framework so all have a shared view of responsibilities and performance standards.

Creating an effective SLA is a fundamental step if you want to optimize service delivery. 

A tool such as Jira Service Management allows organizations to monitor SLA performance, track SLA metrics compliance, and alert teams when SLAs are at risk.

Defining SLA metrics such as response time and resolution time

Now, time for the first practical steps of setting vital SLA metrics in Jira Service Management. Follow the steps below to define the goals and conditions for your SLA.

  1. Navigate to your service project and go to Project settings > SLAs. Here, you’ll find a list of all existing SLAs within your project.
  2. Add new SLA.
  3. Enter a descriptive name for your SLA in the field next to the clock icon. 
  4. You can specify up to 90 goals for each SLA.

Goals:

  • Select Add goal (or edit existing one).
  • Under Time target, set up a target time for issue resolution.
  • Choose a calendar to specify working hours for SLA calculations.
  • Use JQL to define the type of issues you want to track under Apply to issues.
  • Group your goals by priority to set different time targets for each priority level.

Conditions:

  • Find the Conditions section.
  • Add conditions under Start counting time when to determine when the SLA measurements should begin.
  • Similarly, add conditions under Pause counting time when to specify when the SLA measurements should pause.
  • Finally, add conditions under Finish counting time when to indicate when the SLA measurements should stop.

5. Click Save to create the SLA.

Setting SLA in Jira.

Another important element are SLA calendars. They establish when support teams are available to respond to and resolve issues, setting customer expectations and scheduling staff workload. 

Jira helps organizations by automating ticket tracking against SLA time frames so they can easily identify issues missing an SLA deadline. 

Configuring SLA calendars and business hours

  1. Navigate to your service project and go to Project settings > SLAs.
  2. Click the calendar icon next to the Add SLA button.
  3. Click Add calendar and give it a name.
  4. Choose the timezone.
  5. Specify the active and inactive hours/days as per your business needs.
  6. You can also mark holidays to pause your SLAs. Add them manually or import an ICS file.
Configurating a SLA calendar.

To leverage the art and science of SLA in Jira, here are some golden rules worth following. 

5 best practices of Jira SLA management 

  • Define transparent realistic goals: Establish measurable performance metrics tailored to your customers’ expectations that are also achievable and aligned with industry standards.
  • Involve customer support agents in the creation of SLAs. They can help you set realistic expectations and in result, avoiding overambitious targets that can lead to frustration and burnout.
  • Regular review and updates: Review and update key metrics to reflect changes in customer needs, business goals, and operational capabilities. Thanks to regular updates SLAS will remain relevant and effective.
  • If non-compliance occurs, communicate the penalties: Clearly outline the consequences of failing to meet SLA standards. This includes detailing what penalties will apply in cases of service outages or underperformance, which helps maintain accountability.
  • Tailor SLAs to customer needs: Different customers may require different levels of service. Customize SLAs based on customer tiers or specific needs to ensure that all clients receive appropriate support.

Lastly, analyze insights to find areas for improvement. In the Reports category in JSM, you can find Use SLA performance data. 

In the further section of this article, you will find more information about SLA reports and how to get the most out of them.

#5 Create intuitive forms 

If you want to provide excellent user experience and streamline request handling, then designing simple and effective forms is crucial. 

Here are tips and tricks on creating intuitive and dynamic forms in Jira Service Desk and Jira Service Management.

Key principles for forms design in Jira

#1 Simplicity is a key

  • Limit questions: Only ask for essential information. Use conditional logic to show questions relevant to specific users.
  • Use plain language: Use clear and concise language that your customers can easily understand. Avoid jargon.
  • Add optional fields: Make non-essential questions optional to reduce user frustration.

#2 Give your forms logical structure

  • Group questions: Organize questions into logical sections to improve flow.
  • Minimal introductory text: Provide only necessary instructions to avoid overwhelming users.
  • Single-column layout: Use a single-column format to reduce misinterpretation and improve readability.

#3 Clear path to completion

  • Preview and adjust: Regularly preview your forms to ensure clarity and ease of use. Adjust based on feedback from colleagues or test users.

#4 Boost user experience

  • Use dynamic forms: Implement dynamic forms to show or hide fields based on previous answers. This will make a form less cluttered and more relevant to the user’s situation.

Forms in Jira in 5 steps

Now, let’s put the theory into practice. Follow the steps below. 

  1. Navigate to your service project and select Project settings -> Forms.
  2. Click Create Form.
  3. You can choose Create form template.
  • Select a template.
  • You can add fields, sections, translate the content and customize the form design. 
  1. If you wish to create a form from scratch, choose Create Form -> Create blank.
  2. Click Save to apply your configurations.
  3. Use the Preview option to see how the form will appear to customers and make necessary adjustments.
Creating forms in Jira using templates.

Creating dynamic forms with Extension for JSM app

Exemplary view of dynamic form in Extension for Jira Service Management.

If you want to make sure your request forms include all the information agents need to assist customers, choose dynamic forms. Solutions such as Extension for JSM can help you with that.  

  • Creating dynamic request forms based on customers’ previous choices
    The app allows you to create custom forms that display only relevant fields based on previous selections. For example, an IT support team can create a form that shows different fields for hardware vs. software issues, ensuring they collect only the necessary information for each type of request.
  • Improving form usability and organization
    You can organize related information on tickets into bundles, making requests clearer and easier to navigate. For instance, a human resources team could group fields related to employee onboarding into logical sections like “Personal Information”, “Role Details”, and “Equipment Requests”.
Create dynamic forms that boost customer experience.
Simplify forms for improved efficiency and smooth communications in Jira with Extension for JSM.
Try it free

#6 Use automation rules

The workday of the customer support team consists of lots of manual work. That can be overwhelming. That’s why automating tasks in Jira with automation rules can be an agent’s best friend. They free time, save effort and improve efficiency with workflows. 

Let’s see the examples of two common use cases of automation in JSM Cloud such as: automatic ticket assignment and setting auto-responses.

Automatic ticket assignment 

Why it’s useful: It ensures tickets are routed to the right agents based on skills or workload, eliminating time spent manually assigning. Customers get responses faster as tickets don’t wait in queues for assignments.

Instruction: 

  1. Go to your project and select Project settings > Automation.
  2. Click on Create rule.
  3. Select Issue Created as the trigger for your automation rule.
  4. Click on Add condition and choose User condition. Set it to check if the Assignee is Empty.
  5. Click on Add action and select Assign issue. Choose the User who triggered the event to automatically assign the ticket to the agent who created it.
  6. Save and turn on the rule.
  7. Now, tickets will be automatically assigned based on your criteria whenever they are created.
Setting automation ticket assignment rule in JSM.

Auto-responses for customer inquiries

Why it’s useful: When an agent isn’t available right away, customers get a quick response. Plus, it frees up agents from answering basic inquiries so they can focus on complex problems.

Instruction: 

  1. Navigate to Project settings > Automation.
  2. Click on Create rule.
  3. Select Issue Created as the trigger.
  4. Choose Send email or Send notification as the action. Customize the message to include a friendly auto-response acknowledging the customer’s inquiry.
  5. Optionally, you can add conditions to send different responses based on ticket type or priority.
  6. Save and turn on the rule. Customers will now receive an automatic response when they submit a ticket.
Creating auto-responses for customer inquiries in JSM.

Automation templates

There is one additional feature that comes in handy. In Jira Service Management automation templates are pre-built workflows and processes that can be easily configured to automate common support tasks.

There are several reasons why templates can be a good idea for your team, especially in the beginning. Templates are based on tried-and-tested processes from other projects, so they can give teams a proven foundation to build on. Using templates can speed up implementation and promote standardized approaches.

As volume grows, they support accurate routing of higher ticket loads through the organization efficiently.

Navigate to Project settings > Automation. The Templates bar is located at the top menu. 

Automation templates in Jira Service Management.

#7 Allow customers to self-service with the knowledge base

Don’t keep customers waiting. Let Jira suggest answers from your knowledge base as customers type in their requests. Customers might have a chance to find solutions themselves and agents will have time to focus on more complex support cases. 

Jira Service Management offers knowledge management features that help organizations implement effective self-service. One of them is an automation-driven library of articles. 

Searchable knowledge base articles

Searchable knowledge base articles in Jira Service Management provide a self-service library for customers and support teams, featuring FAQs, troubleshooting guides, and how-to instructions.

How-to guides and articles addressing common issues such as “How to access your company email” or “Common printer issues” can help decrease support requests. Intelligent recommendations show relevant articles as users type their queries so customers can find answers independently. 

Moreover, an established knowledge base enables agents to quickly find reference articles, leading to quicker solutions. 

Creating an article for Knowledge base in Jira. Source: Atlassian.

How to set a knowledge base in JSM Cloud

First, create a knowledge base in Confluence and link it to your Jira Service Management project. Follow the steps below. 

  1. Go to Project settings > Knowledge base and follow the displayed prompts.
  2. In the Knowledge base settings, select Who can view next to the linked space and choose Anyone from the dropdown. This way you enable customers to find and view articles without needing to log in.
  3. Now populate your knowledge base with helpful articles addressing frequently asked questions and common issues. 

Turn on the recommendation feature so that when customers type their requests, relevant knowledge base articles are suggested. Go to Project settings under Knowledge base by enabling Auto-search on request types.

#8 Make use of reporting features

Jira Service Management offers a wide range of built-in and customized reporting options for customer support teams.

Firstly, how to access reports? To view reports, navigate to the side menu of your service project and select Reports. From there, you can choose between default and custom reports to gain insights into your team’s performance and service metrics.

Let’s briefly track what kind of information each report provides. 

Types of reports available in JSM Cloud.

Types of reports in JSM

  1. Default Reports:
    • Workload report: Displays the number of requests assigned to each agent. It helps identify workload distribution.
    • Customer satisfaction report: Shows the average customer satisfaction rating, providing insights into service quality.
    • Requests deflected report: Tracks how often customers accessed knowledge base articles and found them useful. It indicates the effectiveness of self-service resources.
    • Requests resolved report: Lists the total requests resolved, showing overall team performance.

These reports provide quick insights into team performance and SLA adherence but cannot be modified.

  1. Custom Reports:
    • Created vs. Resolved: Compares the number of requests created and resolved over time, so it helps identify trends in request volume.
    • Time to resolution: Analyzes the time taken to resolve requests based on type or priority, allowing teams to pinpoint areas for improvement.
    • SLA met vs. breached: Compares requests that met SLA goals against those that did not. This report assesses team performance against service commitments.
    • SLA success rate: Displays how well the team is meeting SLA goals, giving insights into overall effectiveness.

Custom reports can be tailored to track specific objectives, and you can create or edit them as needed.

Utilizing insights to improve your team’s performance

Here are two tips worth implementing. 

Regularly review these reports to identify trends, bottlenecks, and areas for improvement. For example, if the Time to Resolution report shows increasing resolution times, this may indicate a need for additional training or resources.

Use the customer satisfaction report to gather feedback and make adjustments to your support processes, ensuring that customer needs are being met effectively.

To sum up, regularly spend time analyzing insights from reports. The power that lies in data can help your team improve their performance and boost service delivery.

Final thoughts 

If you’re looking to boost your customer support game, Jira Service Management is where it’s at.

Using Jira Service Management, along with the Deviniti apps you can skyrocket your Customer Support department. Both agents and customers can take advantage of robust ticket management with the power of automation, self-service and customization options. The ultimate goal of it is to boost your team’s efficiency and improve customer experience. 

So, dive in, get your team on board, and start transforming your operations today. We hope this article came in handy in taking initial steps. Good luck!

FAQ

Zuzanna Patocka

Zuzanna Patocka is a Senior Content Specialist at Deviniti. She is a content marketer and a PR person with experience in diverse B2B and B2C projects. In her leisure time, she enjoys making collage art, discovering new music and travelling with her dog, Buba.

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