5 ITSM hacks that will boost your ticket resolution management

4 min read
Oct 16, 2023 5:02:24 PM

The customer portal is a single point of contact with our customers, so we all should make it as simple and customer-friendly as we should. How obvious is that? But creating a self-service portal that is easy to operate and, what’s more, easy to set up is not obvious at all, especially with native service desk functionality. Keep reading to learn 5 things that you can easily implement in your organization to create a flawless customer support experience and meet SLA faster. All of them you can implement with our apps, which are listed at the end.


Hack no. 1 – Manage ITSM incidents in a smart way   

How to manage all incidents at once, even when it's tens of them? If you know about the upcoming crisis, be prepared for future tickets.

Create an auto-merge rule that will merge all tickets about the same bug at their creation. Agents will receive one target issue with the others linked and all data from merged tickets. Description comments can be put into the target issue, and thanks to that, we have all the essential information in one place.

Have all of them at once place, and then answer to all reporters at once thanks to the bulk actions. You can add comments to many issues at once, change statuses, etc., without hundreds of clicks.

Bulk actions

Bulk actions

Create an announcement banner at the portal with information that you’re already aware of the bug and that your team is working on it. This will stop more people from submitting another ticket.

Thanks to that, you allow agents to focus on ticket resolution instead of answering every reporter. It will speed up meeting SLA. Less copying text, more ticket resolving!


Auto-merge rule and bulk actions: Issue Merger for Jira 

Banners: Feature Bundle for Jira Service Management


Hack no. 2 – Allow customers to do more! Self-service customer portal


Why not put more in customers' hands? Allow them to edit their tickets! Avoid calls from customers with updates, many threads in comments, and, of course, having agents edit requests. Define conditions, who, and how many times can edit tickets and enjoy the self-service process.

  Edit request and displaying linked issues
  Edit request and displaying linked issues

To become a true wiz of self-service, use Assets (Available for Premium / Enterprise Jira Service Management plans) to display products, equipment, and license whatever service you provide to choose. Then, when a customer creates a request, he or she can immediately say which product or service it concerns. What's more! – if there is any mistake, thanks to this solution, customers can edit it too.

App: Edit request: Feature Bundle for Jira Service Management


Hack no.3 – Know all at the beginning: collection additional data when onboarding customer on the service desk portal   

When you get a new customer, congratulations!, immediately ask for the necessary data for further cooperation, such as region, time zone, language, preferred contact, and anything that makes it easier for future ticket resolution. Display those attributes to fill on the portal and create a sort of onboarding process.

Basic customer information is entered once, immediately upon entering the portal, and is available to the agent without asking for the same information in the comments. Agents can access them from the general view of all customers and the level of a new request created by the customer.

Assets and additional information

Assets and additional information

Next time you will get a request, you will thank yourself! No spare questions, one source of truth, no hopping between tools. All data you need right in Jira.

App: Customer and Organization Management for Jira Service Management

Hack no. 4 – Avoid spare questions: Display workflow on the customer portal

Communication is the key. But it doesn’t mean asking the same questions all over again or wasting time answering. Provide your customers with all the information they need on the portal. Display the workflow on the request details view and keep your customers constantly up-to-date.

  Displaying workflow steps on the portal
  Displaying workflow steps on the portal

You also display to customers linked issues on the request details view. It makes tracking the status of related tasks easier, even though the customer does not have access to, for example, the software project. Thanks to this, he can see that the task is in progress.

If there is something going on, you plan maintenance, or there is a holiday coming, inform all customers in advance thanks to dynamic banners.

App: Feature Bundle for Jira Service Management

Hack no.5 – Manage customer data with one ITSM tool

Hoping between tools and creating more and more sheets can be exhausting. Replace all tables and CRM systems just with Jira, and store all customer context in unique Customers and Organizations views.   

Agents can adjust columns to their needs and ask clients about additional data on the portal. It is possible to save many views with different customers, for example, dividing them by project, region - whatever you need. This also eliminates questions between technical and sales teams.

 Customers view with filters and saved views.
 Customers view with filters and saved views.

It's getting even smoother with an API that allows getting, creating, and updating customer's and organization's data. You can use it to import data once or build a synchronization middleware with other data sources.

This solution also supports Assets so agents can display those that are connected to customers – in the table, issue view, or customer portal Profile view.

And here, you need only one app: Customer and Organization Management for Jira Service Management.

📣 If you want to examine any solution, schedule a free demo with us!


This post was originally published on Enterprise-dam 2023 blog.