Jira’s Service Desk — How to Improve Customer Satisfaction

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Good client/customer service is paramount to a business’s success, especially in times of uncertainty like the global pandemic. Having satisfied clients will always be your number one marketing strategy.

At AWH, we focus on providing our clients with a quick turnaround and excellent service. Being a Software Test Analyst, I usually work on multiple projects and have numerous discussions with a variety of clients. In a situation where a client inquires about an old issue, I need to be able to provide a prompt and accurate response without spending time digging through old emails or slack/skype conversations to find out the history of that particular task/story or bug. I treat each client like they are my only client and that is the service they expect and deserve from us. Additionally, we provide great client service by following these steps:

It was through the pursuit of excellent service that the need for an ITSM software arose. We needed a one stop solution where we could quickly and efficiently do all of the above mentioned things in one place. The tool that AWH implemented to address all of our needs was Jira’s Service Desk.

What is Jira Service Desk?

Jira Service Desk is an ITSM help desk that is built to provide support to clients by letting them easily submit “requests” and allowing the production/support team to track these requests efficiently. Service desk lets you receive, track, manage, and resolve requests in a very organized manner. The requests can be submitted through a fully customizable client portal, a widget or email for issues like Bugs, Improvement, Future feature, Service Request, IT Help etc. It is a highly collaborative and flexible Atlassian product.

Why should you use Jira Service Desk?

Jira Service Desk is a very powerful ITIL compliant tool which enables the user to fully customize the portal to your, or the client’s, needs. To do so, it offers a variety of features and customizable options. All their features are excellent, but let’s talk about a few of my favorites.

1. Easy ticket submission using the Client Portal — The clients get a fully customizable Client Portal with a variety of request types to choose from. A company can set up a personalized Jira Service Desk for every client project. Each client has their own login credentials. Once logged in, the clients can pick an issue type from the list, enter all information about the issue and then submit the request. The fields on the description page are also customizable and any field can be marked as mandatory. Clients get email notifications when they submit a ticket, when the status of the ticket changes, and when a comment is sent by an Admin or Agent. Below is a screenshot of the client portal for one of our clients and the details of the issue page.

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2. Organized Queues — Jira Service Desk is an excellent tool that allows you to view all client requests in one place, the Queues section, even if they have different statuses. It has a variety of default types under queues that can be used to segregate issues based on status or information. Example, you can view all tasks that are unassigned under the ‘Unassigned issue” section. As an Agent, you can do a variety of things here:

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3. Various Roles — Jira’s Service Desk lets a company set up all their employees in distinct roles. This feature helps if you want only certain people to have the authority to interact with the client. It can significantly reduce confusion and miscommunication. The following are the various roles and user types which can be setup based on the licensing, global permissions, and project permissions you have.

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4. Flexible Workflows — In the service desk world, workflow is basically a path of statuses that the team takes to transition an issue from “To-do” to “Done”. With Jira Service Desk you can customize the names of the status and the flow itself based on your criteria. Here is an example of the workflow for a Client project in AWH.

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5. Integration — Service Desk allows seamless integration with a variety of tools and applications. Jira Software users can easily link and assign IT tickets to the development team backlog. At AWH, we use many Atlassian products like Jira Software, Confluence, Bitbucket, and Trello for every project so the seamless integration of Service desk was hugely beneficial.

6. Real time Reports — Jira Service Desk allows the users to create real time reports that display the progress of the team. The reporting feature helps the company assess the performance of the production team and identify any delays that may have happened in the past. The images below show the list of reports you can create in Service Desk and what a typical report would look like.

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Advantages of using Jira Service Desk

Disadvantages of using Service Desk

Conclusion

Jira’s Service Desk is indeed a very powerful modern age IT ticketing system that facilitates better communication and high customer satisfaction. Therefore, it is a valuable investment in providing a top-notch experience to clients. AWH’s clientele has grown by leaps and bounds due to good service provided by our Service Desk agents. So, to maintain your business’ standard in today’s competitive world, I would strongly suggest implementing an ITSM tool like Jira’s Service Desk.

-Shivani More, Quality Assurance/Business Analyst at AWH

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