10 Jira Service Management tips to benefit agents and customers

Celina Kuziemko
Jun 11, 2024 5:30:00 PM

The weight of inquiries, tickets, and customer needs can easily overwhelm even the most seasoned professional service portal agent, and this will affect the customer as a consequence. Meanwhile, customers grow increasingly impatient in their ever-accelerating world, demanding swift resolutions to their issues. Here's where the question arises: How can you better manage your service delivery with Jira Service Management? We'll go through some insightful tips to cover that.

In this article, we'll explore Jira Service Management's offering and provide insights and tips to empower agents in their daily endeavors benefiting the customer as a positive consequence. From structuring agent workflows to battling for customer satisfaction and implementing processes that foster mutually beneficial outcomes, we aim to equip agents with the tools they need to thrive and achieve excellence at work.

The article is divided into introductory and advanced tips, depending on the seniority level. Here are 10 simple tips that every service portal agent should follow.

Basics Jira Service Management features for better ticket management 

Let’s start with some basic Jira Service Management features that can be helpful:

1. Use Request type smart 

It’s all about strategy. By strategically organizing and labeling request types, agents can simplify customers' navigation process, enabling them to find and submit requests more efficiently. Request type structuring ensures that customers can easily identify the relevant option for their needs, so strategize what request types you need within a project.

This reduces confusion and accelerates the request submission process, leading to quicker resolutions. By harnessing the power of request types, a user-friendly service portal experience that promotes customer satisfaction and engagement could be created.

You can use one of many templates for request types and create a unique one. Use Request type smart for Jira Service Management

With Atlassian Intelligence, creating request types is now even easier!


2. Customize queues to organize Jira Service Management tickets 

Customizing queues within Jira Service Management is a pivotal strategy in maintaining order amidst the influx of service portal tickets. Who wasn’t flooded with tickets during the incident? 

By harnessing JSM's queue customization feature, agents can strategically organize and prioritize tickets according to various criteria. Whether sorting by urgency, issue type, or specific customer request types, creating tailored queues streamlines the workflow, ensuring that agents can efficiently address tasks as they come in. 

For instance, agents can swiftly identify and address high-priority issues or categorize tickets based on the nature of the request, facilitating a smoother resolution process. This level of organization not only enhances productivity but also fosters a more responsive and proactive approach to customer service. 

Queue “Escalated” can be an example of sorting service portal tickets by urgency and status Escalated. Customize queues to organize Jira Service Management tickets

Use SLAs to manage response times  

Implementing Service Level Agreements (SLAs) stands for a contract between a service provider and a customer that outlines the expected level of service, including response and resolution times for requests or issues.

By establishing clear response and resolution time targets for various requests, service portal agents can proactively address customer needs while adhering to predefined service standards. Monitoring SLA performance allows agents to track their progress, ensuring that responses are delivered within the specified timeframe.

This not only demonstrates a commitment to customer satisfaction but also instills confidence in clients, knowing that their concerns are being addressed in a timely manner. Use SLAs to manage response times 

As you can see, the highest priority has a shorter resolution time. You can adjust time to your organization and add new priorities. 

You can also use ELAs for this same end. Learn more about it >>

4. Automate routine service portal agents' tasks  

Use Automation rules to automate repetitive actions like ticket assignments, status updates, and notifications. This not only saves valuable time but also ensures consistency in service delivery.

With automation rules in place, agents can focus their efforts on more complex issues and proactive customer engagement rather than getting bogged down by manual, routine tasks. Ultimately, automation facilitates smoother operations and enables agents to deliver a more responsive and reliable service experience. 

Examples of automation use cases in Jira Service Management:

  •    Auto-assign issues to your team.
  •    Auto-close old Jira Service Management support tickets.
  •    Re-open the issue if the customer comments on a closed issue.

 Learn how to set it up

Advanced Jira Service Management features for better ticket management

Now, let’s talk about something for a service portal agent who wants to be a pro. Whether you manage large or small instances, you can tailor processes to create an outstanding customer support experience and high-velocity workflow.

5. Allow your customers to escalate service portal tickets

Natively, customers can’t edit the requests, and all changes are managed by service portal agents. Change it. Why don’t you put more into customers' hands and allow them to perform customer actions that will boost your workflow and minimize agent interferences?

With the Feature Bundle for Jira Service Management, an app created by Appsvio, available in the Atlassian Marketplace, you can create an escalation process. You can display the "Escalate" button with the edit request feature, which automatically changes the ticket status. You can also decide if the customer can edit fields like priority or description. Agents know what is urgent and how to prioritize incidents.

Of course, you can control when escalation is possible and who can do it. In the native status change by the customer, there is only an optional comment; with this addon, you can display additional fields on the dialogue but also have a dedicated field to collect information on why someone is escalating and what the reason for escalation is.

Pro tip: Combine it with tip #2

Allow your customers to escalate service portal tickets

Discover more customer actions like saving tickets as a draft, approval process, and edit requests. 

6. Display more than basic information on the service portal  

Enhancing the service portal with more than just basic information can significantly improve the customer experience and foster a sense of care and efficiency. 
Agents can utilize features like Additional fields to display additional contexts, such as linked issues or field values, directly on the portal.

For instance, if an incident is linked to a bug, displaying its status can convey progress and assure customers that their concerns are being addressed. Moreover, showcasing linked issues from other customers experiencing similar problems provides transparency and reassurance, reducing customers' need to reach out for updates repeatedly. Display more than basic information on the service portal  

By including additional field values like reporter details and due dates in a panel on the right-hand side, customers gain a comprehensive view of their request status, enhancing their sense of being well cared for.

7. Show real-time updates on the status of the ticket 

Show customers the ticket's stage and how much is left. With the self-service request details view and request steps panel from the Feature Bundle app, avoid questions, calls, and comments about updates.

This feature ensures that request steps are dynamically updated on the display issue view as the ticket progresses through various stages. Matching multiple statuses to one step allows for flexibility and accuracy in representing the ticket's journey.

This is an example of a new device request ticket:Real-time updates on the status of the ticket 

8. Streamline customer communication and elevate their experience 

Understanding how to enhance customer satisfaction is crucial. That's why identifying how customers' sentiments and emotions have evolved alongside the service will help deliver better quality.

It's also important to consider that the support service isn't just for one person. Customers don't have the power to improve it. For this reason, customers' moods are important to monitor. Oversighting dashboards displaying insights about customer satisfaction levels will enable internal change, opening the possibility of enhancing the customer experience.

Identifying aspects, such as sentiment distribution and its evolution, will allow you to gather enough information from a group of users (issues/tickets). Powered with AI, you'll quickly identify negative feelings, analyze common patterns, and trigger internal service improvements. Following Gomood's dashboard insights, you can implement these to identify sentiment distribution and sentiment evolution, as you can see in the following:Streamline customer communication and elevate their experience 

9. Make data-driven decisions for positive and impactful results in your customer service

Key Performance Indicators (KPIs) are vital for IT Service Management's (ITSM) effectiveness and customer experience success. They provide enough data to enhance service, identify bottlenecks, spot possible solutions to improve service delivery, and measure customer satisfaction. Extracting data from the source is basic for making audits and reports. Exporter for Jira allows it.

If you're using Jira Service Management, making these decisions based on relevant data is now possible. Moreover, you want to ride the wave and use the latest additions of artificial intelligence.

Within the ITSM framework, following a suite of metrics is desirable to monitor and improve service delivery. Those metrics are categorized as operational and customer-centric. The first one focuses on the quantitative aspects of services, while the second set delves into the qualitative aspects of service delivery. Imagine having a solution that allows monitoring both.

Here's where the Emotional Level Agreement (ELA) comes into play. The ELA is a KPI that allows you to enhance customer satisfaction by positively influencing their emotions based on service support actions, ensuring a better experience. e.g., improving dissatisfied customers' conversion rate by monitoring this Gomood dashboard:Data-driven decisions for positive and impactful results in your customer service

10. Align with ITIL pillars, release pressure from agents, and enhance customer experience at first touch 

Waiting for assistance from the IT support team can be one of the most frustrating experiences for customers. We've all been there, waiting for help that takes forever. That's why reducing waiting times, or at least setting expectations right, will instantly enhance customer satisfaction on a customer portal, specifically in Jira Service Management.

It makes a difference to provide customers with information about their wait times, such as their ticket's position in the queue or the current status of the support team's work. Besides, it is crucial to be aligned with ITIL's fundamental pillars, such as fostering better collaboration, promoting visibility, and building trust with transparency.

To optimally adapt all these features in your Jira Service Management for better customer expectations management, it's important to share with them information such as:

  •    The customer's ticket's position in the queue. Display how many tickets are needed before the customer.
  •    Average time spent on tickets by the service.

Improving the customer experience at the customer portal starts in the first second, and getting Quespot makes all of these possible.

Transforming your service portal means empowering agents, satisfying customers, and creating better business outcomes.

A high volume of tickets quickly overwhelms even the most experienced service portal agents. On the other hand, customers are impatient and increasingly demand quick resolutions, and here's where these ten tips offer a practical approach to getting the best possible result.

That's why strategically simplifying customer navigation through categorization, labeling request types, customizing queues, and implementing SLAs can help you customize queues, resolve tasks efficiently, and ensure timely responses.

On the other hand, implementing automation rules for ticket assignments, enabling customers to escalate tickets, and displaying additional context improves overall efficiency, speeds up the resolution process, and provides transparency.

In definitive, reducing waiting times and setting clear expectations will enhance customer satisfaction. By providing information about their ticket's position, monitoring their mood trend across the service delivery, or following any of the tips given, you will earn happy customers, satisfied agents, and better business outcomes.

Get the most put of your Jira Service Management and its features

Reduce costs and boost service delivery productivity

If you're looking to increase productivity and reduce costs in your company's service delivery, this is the right place for you.

Gain a comprehensive understanding of Jira Service Management, its core functionalities, artificial intelligence capabilities, reporting opportunities, and how to justify the ROI of this solution. Join this webinar and empower your teams to excel in service delivery.


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