A workaround is to set up an automation rule for the Request Type being created from an email request. This also means that customers will now be able to send emails and create new tickets. That means, you will need to enable email requests and ensure that replies via email are going to the mail address in the JSM project. To ensure that emails from people with Customer Roles are added properly as comments, the Jira Service Management mail handler must be used. JSD though is by far the best once you get your head around how customers and agents work together. I've used other service desk tools before, it kinda worked with Zendesk, but Zendesk lacked a lot of the basic features Jira Service Desk has. Automation of the process is the way to go and that means everyone using the Portal for comments and updates.Įmail requests in my opinion is the biggest headache for your team using Jira Service Desk.For you (important) creating labels and rules and automation around requests logged via the customer portal is very simple, not so with email, if I remember correctly you can't define labels, issue types etc based on an incoming email request, it would mean a lot of manual intervention on the request for you and your agents.Customers can share requests with organisation, on email the initial CC works but not on future responses.Customers can easily see other users requests on Portal, not simple on email.Through email it becomes very messy because they get an email for every request update, comment and transition, multiplied by how many requests there are. Customer can easily keep track of all their requests raised via the customer portal.Only email notifications should go the customer and your users. In reality email responses doesn't save them any less time, because the email notification they receive has a link to the ticket/request in the Customer Portal and they will already be logged in so if the customer is arguing that point to you, just show them the link.Īnd it is in your best interests to get your customers off email and onto the Customer Portal only for everything. They can't reply to the email notification. If they want to reply they need to do it via the comment section of the request in the Customer Portal. You either have to accept that:Ī) your customer raises requests via email - you update ticket / add a comment - customer receives email notification, customer can reply to email notification with further comments - you comment or update or resolve request - customer receives email notification showing resolved.ī) your customer raises requests via the customer portal - you update ticket / add a comment - customer receives email notification with link to the customer portal.
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