Welcome to Service Pack!

We’re glad that you’re here! This app is dedicated especially to Service Agents and Support Teams, who are the ones reaching the resolution amid the messiest incidents.

While Service Pack is Agent’s man on the inside, Feature Bundle is the app for the Customer Portal perspective, which can help you complete your portal. Together, they make a reliable duo: ensuring top notch service and an all-round care for your clients.

Within these pages, we’ve gathered all of the basic information in this knowledge-base, so that you can easily answer some of the questions that are bothering you or solve some of the issues independently.

If you still need help, we are here for you, right at the Support Center.

How does it work?

Fully integrated within Jira, our add-on aims to be a helping hand in Incident Management process as a whole. With features such as requests merge, bulk actions or incident summary panel, it allows the users to reach incident resolution quicker than before. Expedite backlog or service queue clean-up, minimize tedious tasks and improve communication across teams - all of this can be achieved with just one extension.

What are the key benefits of the add-on?

• Reduction of human error
• Time-saving of all parties involved
• Seamless clean-up of the ticket queue
• Focus on incident resolution, no side-quests
• Clear communication between service agents and developer teams
• Provision of ongoing updates to participants

What are the key features?

• Merge requests (manually, with automation or Rovo Agent’s help)
• Incident Summary Panel - an easy overview of the issue
• Bulk Actions:
  • Commenting on linked issues
  • Status changes
  • Values updates
  • Linking issues
• Comments synchronization on merged and linked issues