Effective incident communication is a two-way street. It's not just about informing our customers; it's about empowering them to respond, engage, and access the full picture. Our app ensures that everyone has a voice and the information they need, beyond the basics.
Chris Skoropada
Appsvio CEO
Automate service desk incident communication
Immediately inform customers about ongoing incidents with incident banners. Publish an incident communication banner announcement directly from the Jira issue and display it on the portal for all concerned.
Banners examples:
- incident banners
- holiday announcements
- maintenance notice
No extra agents' work with customer actions
Engage customers more. Let them speak and provide customer actions that they can do it alone, without agents.
Customers actions:
- edit request
- escalation
- closing ticket with obligatory comment
- saving as draft
- approval process
- other use cases depending on Organization's needs
Share full context
Share your data with customers to show them the complexity of the incident. Use data that agents already have in issues.
Display on the request details view:
- Linked issues - blockers, dependencies, duplicates. To show that they are not the only ones, or to show why incidents still appear.
- Fields values - assignee, due date, other fields, custom fields with countless use cases. To give customers a wider context and avoid spare questions.
- Links - useful URLs that can help them with navigating through incidents.
- Subtasks - once more to highlight the complexity and steps to resolution.
Simplify incident service
Use bulk actions to manage all reporters at once, without copying and pasting the same comment or changing status in every ticket.
Bulk actions available:
- add comments
- change status/resolution
- link issues.
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This plugin made it very simple to gather required information from Servicedesk customers AFTER initial creation.It saves us lots of time, decreases errors and avoids ticket "ping-pong".
