The different services

[Bader Almarhoon]

Hello,

I was tasked by my company to get familiar with JIRA and check how it will help us support our customers requests via Email.

We're a company that installs hardware such as tracking devices and we receive daily requests via phone of new installation, maintenance, RFQs, RFPs, etc... So we'd like to automate this part of customer support by allowing the "External" customers to send us email and receive them via JIRA.

So I'd like to know what type of service that fits our need for our company based on what I have mentioned.

1-Customer service management

or

2-IT service management

or

3-General Service management

I was also tasked me with the following so It'd would be great if someone could assist me:

1- Familiarize yourself with the difference between users and agents on JIRA

2- Customize the email content to meet (our company) needs

3-  Get knowledge on the data we get as management from JIRA and being able to supervise the work on JIRA

4- How to manage/view/evaluate the time to respond of IPTech agents on JIRA

5- How to view delayed responses

I'd highly appreciate any support you guys offer!

[Brant Schroeder · Accepted solution]

@Bader Almarhoon Welcome to the Atlassian community

JSM should meet all your needs.

1-https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/ 

2-https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/ 

3-https://support.atlassian.com/jira-service-management-cloud/docs/discover-new-trends-with-service-project-reports/ 

4-https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/ 

5-I am not sure what you mean by delayed responses.

 I would also suggest taking the free trainings here: https://university.atlassian.com/student/catalog/list?category_ids=21734-free-training 

[Bader Almarhoon]

Hello @Brant Schroeder

Thank you so much for the support and the documents.

1-In regard to Delayed responses, I meant I wanna know:

   A-how long did it take for the agent to respond to a ticket?

   B-Is there an automated timer that will start once the ticket is assigned to an agent?

2-Also, is there a way to automate tickets received via Email to certain agents?

3-Additionally, our main purpose for using JSM, is to receive support (including but not limited to HW installation, maintenance) requests via Email mainly and there are different projects under "Service management", which one of the following templates would you recommend best for receiving tickets via email. I honestly can't decide which would fit our company needs more

   A- General Service management

Or

   B- Customer Service management

4-If we're using JSM just to receive tickets via Email, do we need to have our external customers registered or have access to JIRA? 

5- Is there a way to customize email templates sent to customer without giving them access to the "Help Center" portal?

Apologies for the many questions I just asked, I'd highly appreciate your support :)

[Brant Schroeder]

1-In regard to Delayed responses, I meant I wanna know:

   A-how long did it take for the agent to respond to a ticket? You would need to create an SLA for this, maybe first response.  

   B-Is there an automated timer that will start once the ticket is assigned to an agent? This would also be an SLA. 

2-Also, is there a way to automate tickets received via Email to certain agents? Yes you can use Jira automation. 

3-Additionally, our main purpose for using JSM, is to receive support (including but not limited to HW installation, maintenance) requests via Email mainly and there are different projects under "Service management", which one of the following templates would you recommend best for receiving tickets via email. I honestly can't decide which would fit our company needs more

   A- General Service management - A template just gets you started.  You can customize the service desk to meet your needs.  I would suggest just using the one that is the closest and making changes from there.

Or

   B- Customer Service management

4-If we're using JSM just to receive tickets via Email, do we need to have our external customers registered or have access to JIRA? They will be registered regardless as that is how the system works.  You can turn off the invite email so they never know about the portal.  I would suggest looking at your process and seeing if you could use the portal.  The portal can provide self service options that will help provide better support. 

5- Is there a way to customize email templates sent to customer without giving them access to the "Help Center" portal?  The customer does not need access to the portal to get emails.  You can update the customer notifications and that is what they will receive.

[Bader Almarhoon]

Thank you so much @Brant Schroeder

I appreciate your time in supporting me.