How to create End-to-End Customer Service in Jira: SLA management, request forms & cost tracking

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Managing customer service in Jira can be challenging, especially with recent Jira Service Management (JSM) pricing adjustments and limited customer support features in Jira Software. The Jira Suite for Customer Service—featuring Smart Forms for Jira, SLA Time and Report, and Time & Cost Tracker—offers a powerful set of tools to enhance request handling, improve SLA tracking, and manage support costs, all directly within Jira. This suite enables customer service teams to handle SLAs seamlessly, automate customer requests, and maintain transparency in support-related expenses.

📝 Pain Point #1: Lacking a Customer Portal? Let Smart Forms for Jira Make Request Collection Easy

Without a customer portal, managing requests can become very complicated task. Smart Forms for Jira replaces the need for a customer portal, allowing customers to submit requests without emails or login access to your Jira.

• ✨ Dynamic Form Creation: Easily design forms with a drag-and-drop builder, customizing each for specific needs like bug reports or service inquiries. An AI form builder also helps speed up form creation.
• 🌐 Simple Multi-Channel Form Sharing: Share forms directly on websites, embed on Confluence, send form link in emails, via social media, or through QR codes, making access easy for customers.
• 💡 Smart Field Population: Auto-fill form fields with the info that already exist in your Jira, like departmant, priority request type etc., no more typing all the selection fields manually
• 📩 Instant Issue Creation in Jira: Each form submission automatically generates a Jira issue, mapping responses to relevant fields for smooth automation.
• Auto-add and manually attach forms: Add form to any of your Jira issues to collect information from empoyees or customers with issue access.

Customers can attach files and images, and customize themes for a professional touch. Smart Forms for Jira serves as a digital front desk, providing an efficient starting point for all customer interactions.

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⏳ Pain Point #2: Complicated SLA management system? Simplify SLA Compliance Tracking with automated actions and no limits

As customer expectations grow, SLA (Service Level Agreement) management is crucial. Manual tracking often leads to delays and missed deadlines, but SLA Time and Report automates SLA tracking and notifications to avoid these issues.

• 🛠️ Flexible SLA Settings: Configure response and resolution time goals, with customizations for different request types to ensure that urgent tickets are prioritized.
• 🔔 Automated Notifications & Escalations: Create alerts for nearing SLA breaches and automate escalations to keep the team on track.
• 📊 KPI Dashboards: Visualize SLA performance metrics, such as Time to First Response and Resolution Time, 
• 📈 Business Intelligence Integration: Connect to BI tools like PowerBI or EazyBI to analyze SLA data, track trends, and gain insights.

SLA Time and Report acts like a digital assistant, managing SLA reminders and escalations automatically, so teams can focus on delivering exceptional service without stressing over SLA compliance.

Pain Point #3: Managing Agent Workload? Transparent Cost Management for Customer Support

Handling the high volume of support requests and fairly distributing workload can be challenging. Time & Cost Tracker provides a comprehensive solution for monitoring support costs, workload, and budget utilization.

• 💼 Rate Management and Hour Tracking: Assign custom hourly rates for agents and track time per request to gain clear insights into costs.
• 📉 Budget Monitoring and Forecasting: Track spending in real-time and compare it with planned budgets, allowing you to adjust resources as needed.
• 📑 Expenses Tracking: Generate up-to-date reports on the cost of handling individual customer requests or larger projects. Add one-time or recurring expenses associate them with project, assignee or any other value and get a clear picture not only of worklogs cost but expeses like (CAPEX or OPEX).
• 🔗 Integrated Jira Issue Tracking: Track time and cost directly within Jira issues, enabling accurate, automated calculations for each request.

For customer support managers, Time & Cost Tracker delivers a clear view of support costs, enabling better financial planning and workload distribution.

🔄 End-to-End Customer Service Flow in Jira

By integrating Smart Forms for Jira, SLA Time and Report, and Time & Cost Tracker, your team can streamline the entire customer support journey within Jira:

1. 📥 Request Collection with Smart Forms: Use Smart Forms for Jira to gather customer requests in a structured and centralized way, minimizing back-and-forth communication.
2. ⏰ SLA Compliance with SLA Time and Report: Keep track of SLA commitments, reduce breach risks, and automate reminders.
3. 💰 Cost Management with Time & Cost Tracker: Track time and costs associated with support activities, allowing for optimized budget management and forecasting.

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🎉 Enjoy a 25% Discount on Additional Add-Ons

Start with SLA Time and Report  and add Smart Forms for Jira and Time & Cost Tracker at a 25% discount to complete your customer service suite. This bundle transforms Jira into a full-fledged solution for customer support, enhancing productivity, SLA compliance, and cost transparency

Experience the suite free for a month to see firsthand how it enhances your Jira environment for customer support,.

Make customer service in Jira something you (and your customers) can actually get excited about! Start your free trial today and claim your discount

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Frequently Asked Questions

1. Can I use Smart Forms for Jira without Jira Service Management?

Yes, Smart Forms for Jira is available as a standalone solution, compatible with Jira Software and Jira Service Management alike.

2. How does SLA Time and Report handle high-priority tickets?

The tool allows for custom SLA goals based on ticket priority, so high-priority tickets are addressed with shorter response and resolution time targets.

3. Is data from SLA Time and Report shareable with other analytics platforms?

Absolutely! SLA metrics can be integrated with tools like PowerBI and EazyBI for expanded reporting and analysis.

4. How does Time & Cost Tracker calculate support expenses?

The tracker records each agent’s time on tasks, applying their hourly rate for a precise per-issue cost calculation. Plus agents one-time or recurring expenses will be added to cost calculations.

5. Can customers access Smart Forms for Jira without a login?

Yes, Smart Forms for Jira can be shared via links, emails, or QR codes, allowing customers to submit requests without needing to log into Jira.