5 Easy and Effective Ways to Create an Optimized Jira Service Desk
The first point of contact for end users/customers is often your service desk, so it’s really important that it helps to raise end user/customer satisfaction. Maintaining engagement with both technical and non-technical Jira Service Desk customers is crucial as Jira Service Desk reaches beyond IT to non-technical teams such as legal, finance, and HR.
The tips you will find below are all relatively easy to implement. Applying these best practices will really help you optimize your service desk to meet your own needs, and those of your end users/customers and your business as a whole.
HOW TO GET AN OPTIMIZED JIRA SERVICE DESK HELP CENTER
1. Build a customer portal wherein that becomes the one central point of contact. Make sure customers can choose specific tickets for specific requests. Make it easy for your users to specify what they need .
2. Setup a simple and easy to read, easy to customize SLA.
Setup an easy to analyze SLA for service desk analysts to understand and track. Why is it important to setup a simple but effective SLA? To easily measure how you’re company is doing against the goals that you have created. As with goals that are clear, well defined, measurable, attainable, relevant and time bound so should your SLA be.
3. Hire the right mix of staff to answer to your service desk tickets.
It is best to hire staff members who possess both technical and customer service skills.
4. Setup an end-user friendly customer self-service support.
Try to think like an end user/customer – something that seems so obvious to you may be difficult for them. Make it easy for end users/customers to find what they are looking for. Understand what users are searching for. Knowledge bases and Q&A communities are also helpful.
5. Apply what you learn from your service desk data analysis.
Ask yourself why customers are creating tickets for a particular type of request? Is this something that can be avoided altogether? Put the customer experience first. Focus on preventing incidents, not just solving problems. Listen to users’ feedback and act on it.
Setting up your new “Help Center” is an opportunity to re-imagine how you use Jira Service Desk. We at Jira Consultancy understands your business needs for an effective and optimized help support center. Need help with your Help Center? Contact Us now.