Enriched customer portal: additional values in the incident management process

By showcasing additional values, such as linked issues on the customer portal’s request details view, we optimize incident management processes, promote transparent communication, and empower customers to actively participate in resolving their reported issues.

Here’s how the agent’s workflow unfolds in three steps, focusing on displaying linked issues on the Jira customer portal:

1. Incident Submission: Mark, a customer, encounters an issue while using our application and submits a support request via the customer portal. This action initiates the incident management process within our support system.
2. Linked Issues Display: As Mark navigates to view the details of his support request on the customer portal, he notices a section position in the queue and queue size. Here, he can view how many requests are before his, providing him with context and understanding of the time of waiting.
3. Efficient Resolution: With visibility into the status and position in the queue, Mark doesn’t need to contact his agent to inquire about the bug’s resolution.

The benefits of displaying additional fields on the service desk portal include:

• Enhanced Visibility: Customers like Mark gain greater visibility into the status and context of their reported incidents, fostering transparency and understanding.
• Efficient Collaboration: Customers and support teams can collaborate more effectively by referencing linked issues and coordinating efforts to resolve related problems, streamlining the resolution process.

You can display:

• Assignee
• Dates: Created, Updated, Resolved
• Time in the current status
• Position in queue and queue size
• Subtasks with fixed details: Issue Key, Summary, Status, Priority
• Times: current user’s time and assignee’s time
• Links to external sources