Managing Enterprise service desk instances can present numerous challenges, including maintaining a clear structure, ensuring efficient customer service, and handling a high volume of requests. Keep your large-scale instances as simple as possible and guide customers properly through the Jira customer portal.
Control visibility and access on service desk portal.
Hiding and controlling request-type visibility minimizes the risk of misplaced tickets, reduces the need for manual redirection, and prevents chaos.
No more !#$% questions!
Eliminate questions with a customer portal as a knowledge hub about tickets. Inform customer upfront and prevent them from asking questions.
Show customers:
- Incident banners about ongoing disruptions
- Request steps with ticket stages
- Linked issues like blockers and duplicates
- Fields values for wider context
- Links to help navigate through incidents
- Subtasks to highlight incident complexity
Adapt configuration to large-scale organizations
In Enterprise instance, you have to be well prepared for a ticket flood. And many duplicates.
Set up auto-merge rules to allow merging a chosen ticket without a touch of the finger.
Customer actions under control
Enabling customers to manage some actions independently streamlines and efficiently the workflow. Customers don’t wait, and agents don’t make edits.
Customer action for Enterprise:
- Edit request (including Assets)
- Escalation
- Saving Jira ticket as draft
- Closing ticket (with an obligatory field why)
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We are using this app to complement our Jira Service Management Data Center application and are very happy with the features it provides.The support for this app is very helpful and quick. I already had two tickets raised which were dealt with and closed to my satisfaction quickly and thoroughly.
Super easy to install and configure. The Appsvio team went above and beyond to give us support and help us customize their product for our specific workflow. Sent them an email and they scheduled a call for the same day where they took a look at our setup and guide us in the right direction. Highly recommend!
