4 Must-have customer actions on the service desk portal you should implement

4 min read
May 27, 2024 2:35:02 PM

The service desk portal is a single touch point within Atlassian products between the organization and customers. That’s why it’s crucial to manage customer actions that can improve customer support experience and workflow and minimize the cost of ticket resolution.

4 must-have customer actions on the service desk portal: 

With a proper Jira Service Management extension, you can expand customers' actions on the service desk portal to tailor a strategized and well-structured customer support experience.

Try to allow your customers to complete the processes below and see the results in workflow and CSATs. 

  • Edit request
  • Escalation
  • Saving ticket as a draft
  • Approval process 

Benefits of a self-service portal 

  • Clear and strategized incident management process
  • Higher CSATs
  • Improved Response Times and Customer Satisfaction
  • Increased Flexibility and Reduced Submission Errors
  • Streamlined Decision-Making and Compliance by customers
  • Minimization of incident resolution cost
  • Offloaded agents with strict priorities 

Customer actions on the service desk portal you should implement: 

Now, we will show you 4 game-changing customer actions you can use in your organizations. All of them are perfect for small and medium businesses, large-scale organizations, and internal needs. 

Let’s put it into a story. Emily works at BestCompanyEver and she is facing several issues and needs assistance from the IT department through the service desk portal. 

1. Edit request - allow your customers to edit Jira tickets

Emily notices her company-provided laptop is running slow, affecting her productivity. She logs into the service desk portal and submits a ticket describing her issue.

After submitting the ticket, Emily realizes she forgot to mention an important detail about the issue. She returns to the service desk portal and uses the Edit Request feature to add the missing information.


2. Escalating the Ticket

A few days pass, and Emily’s issue hasn't been resolved. She urgently needs her laptop to be fixed for an upcoming presentation. Emily decides to escalate her ticket to ensure it gets higher priority.


Now, here ticket has the status “escalated,” and it is in other agents’ queue. 

Note: In the escalation process with our app, the status can be automatically changed to the one you choose.  



3. Creating and Saving a New Ticket as a Draft

While waiting for her laptop issue to be resolved, Emily encounters a network connectivity problem. She starts to create a new ticket but realizes she doesn't have all the necessary information to complete it. She decides to save the ticket as a draft to gather more details.


Completing the Draft Ticket

Emily gathers the required information about the network issue and returns to the portal to complete her draft ticket.


Watch the configuration video here. 

4. Approval Process: for Equipment Request

Emily’s manager requested that she get a new external hard drive to back up her marketing data. Emily submitted a new ticket for this request, which needs managerial approval due to company policy on new equipment requests.


Emily's manager reviews the ticket and approves the request, allowing the IT department to proceed with the purchase and setup.

Those actions are easy for the project admin to configure and are only for chosen request types. If you want to examine the configuration process more deeply, open the documentation

Summary - customer actions on the service desk portal

Through this flow, Emily utilized multiple advanced customer actions:

  1. Edit Request to update ticket details.
  2. Escalation to prioritize her urgent issue.
  3. Saving Ticket as a Draft to gather necessary information before submitting.
  4. Approval Process to get managerial consent for a new equipment request.

These actions ensure efficient communication and issue resolution, enhancing employees' overall productivity and satisfaction like Emily at BestCompanyEver.

This example concerns internal needs, but it applies to customers as well. Edit requests and escalation are perfect ways to allow your customers to give feedback and approval, and draft processes ensure your agents have all the data needed to resolve incidents. Incident communication works both ways and leads to full success: a quick resolution with minimized costs and customer satisfaction, which is cooperation on the customer-agent line.

All of the actions are conducted with the Feature Bundle app, a tool crafted for advanced incident communication. Check this app on the Atlassian Marketplace and ask your admin for a 30-day free trial. 


If any questions, we’re here to help. We also offer free consultations 😊