Hello Service Deskers!
Many of you have been eagerly watching the ticket for workflow transitions on the customer portal. Starting today, you can add transitions to the portal so customers can take action on requests. Out of the loop? Here are some cool things you can do with portal transitions:
- 役立つナレッジ ベース記事をエージェントがカスタマーと共有すれば、カスタマーは、問題の解決策を自力で検索したり、リクエストを解決したりすることができます。
- If a request is resolved but the problem returns, the customer can reopen the original request
- Customers can escalate critical requests
Check out the docs to learn how to set up transitions on your customer portal.
We've also added the ability to turn off notifications so customers can stay involved with a request without a busy inbox. If things get too quiet, they can turn the notifications back on from the portal.
Thank you to everyone who provided feedback to help us build a better JIRA Service Desk!
The Service Desk Team
Duy, Hussein, Michael, Scott, Ryan, Liem, Jason, and Nhi
Insufficiently labcoated and lei-ed for this photo: Robin, Huy, Vincent, Alex, and Sasha