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Jira Service Management for External Customers

One key feature which is frequently missed is the capability of Jira Service desk of handling both internal and external customers. We may be used to sending out emails internally or perhaps going directly to the desk of our IT Guys asking for help and sometimes, getting them an extra coffee so as to take precedence over the shy guy in the corner who has been waiting for three days to get assistance. We may shy away from admitting it but that doesn't mean that we haven't done it in the past, I included of course

Today we wanted to explore how to properly set up your Jira Service Desk to fully exploit its capabilities but more importantly, empowering both the user and the end client:

Knowledge Base

The knowledgebase can take different forms and formats. Whatever the style, the aim is to produce the right content which would ultimately assist the end-user to navigate through the various topics and get a better hold of certain aspects. In our case we have a mix of knowledge base forms:

  • Best Practise Approach

  • Step-by-step Procedures

However, it's up to the company to understand what different formats its knowledge base can take. Through proper segmentation, we can provide the end client with a wide range of content.

In addition to the above, the knowledge base can be a great resource to the agents as they can be used to:

  • Be sent over to the client

  • Be used to understand the resolution used in the past for certain issues/queries

  • Take note of the solutions provided there and then, thus having an organised manner to record the resolutions that the company opted for.

Request Types

Whilst no client is like any other one, yet we can easily group the requests that we get in different categories. Once again the categories will vary from industry to industry but t's crucial to differentiate between them especially f we have specialised teams working onto different areas. I like to compare it to the options that we get whenever we call someone and we are forced to listen to an answering machine with a number of options. The main difference over here is that it is way more user friendly and faster, and we are not forced to listen to the same music for the entire waiting time

The request types are to be created internally within the project, which in turn we may opt to create a number of other setups to facilitate and streamline the work.

Specific Projects

The last best practise tip is transparent form the end-user but nonetheless important for the agent...i.e. creating a project specifically for the service desk. We are not to underestimate the peculiarity of the service desk management, whose processes and requirements are intrinsically different from the other operations of the company.

Anything else?

Do you have anything else which you would add to the above? From our side, we'll keep amending the best practise approach as we follow more and more service desk projects for our clients and better understand the changing requirements of the industries and the winning formulas.


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