About Feature Bundle

Welcome to Feature Bundle

The Feature Bundle app offers extensions for Jira Service Desk aimed at service desk agents and all Jira Service Management projects. It empowers you to enrich the Jira customer portal and create a customer service experience finely tuned for incident management, boosting agents’ CSATs along the way.

What is Jira Service Management?

Jira Service Management (JSM, formerly Jira Service Desk) streamlines the handling of customer inquiries for teams. This platform centralizes the process, allowing service desk agents to track, prioritize, and resolve issues collaboratively, thus improving customer service. It’s particularly effective for incident management. The Jira service desk serves as a hub for creating tickets for customers and forwarding them to service desk agents.

Feature Bundle for ITSM processes

Are you looking to improve customer and agent interactions in Jira Service Management? Do you desire tools that offer deeper insights and assistance on the service portal? Say goodbye to complexity and inefficiency in incident management with our Jira Service Management extension. Crafted to provide detailed incident information and streamline agent workflows, this extension transforms your service delivery.

Enriched portal information enables customers and agents to navigate incidents effortlessly, leading to quicker resolutions and increased satisfaction. Empower your team to enhance customer service and effortlessly enhance your support operations.

What are the key features of Feature Bundle?

Features include:

• Possibility to restrict who has access to the Customer Portal and Request Types
• Customers can edit requests by themselves when needed.
• Request View Enhancer to give customers helpful information about their tickets.
• Showing customers a ticket life cycle with Request steps on the request details view.
• Log work on the service issues for non-agents.
• Quicker and easier service project configuration thanks to export/import Request Types.
• Small but mighty improvements for Jira administrators, such as renaming SLAs or bulk adding holidays.
• Announcement banners to create an announcement on the Help Center or the particular Customer Portal based on ticket status or dates.

What are the key benefits of using Feature Bundle?

Key benefits of using Feature Bundle include:

• Better informed customers - Target information important to your customers. Create dedicated banners that accurately respond to their needs.
• Improved service agents’ work efficiency - Give customers as much information as possible without engaging agents. Presenting information on the Request Details View helps to avoid the constant questioning and exchange of comments.
• Full control by project administrators - Define what portals and request types are available in a given context. Schedule the display of request types or control the visibility based on groups, roles, organizations, or even JQL.
• Smoother managing service elements - Give your administrators a set of utils that help them in daily work. Small but powerful options, such as change the name of SLA or bulk updating SLA calendars to add new holidays.

Read more

• Additional information on the requests in Jira Service Management