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Your service desk has finally moved from Microsoft Excel spreadsheets
to and ServiceDeskService Desk and now all
theyour queries are
handled in acentralized
way. The work of your support agents is logged, processes are being harmonized, and key metrics
/SLA’sand SLAs are in place and monitored. The roll-out of
ServiceDeskService Desk was
a truly big achievement in your company which made thetruly a huge win for your company, making agents more efficient in their daily work. Seems like the pieces of puzzle code-named
“ServiceDesk challenge” are getting in the right set up…“Service Desk Challenge” are falling into place…
Send me an email, please?!?!
However, you soon
you'llrealize that there’s a critical piece of puzzle missing which directly affects the level of your customers’ satisfaction
–— a good system of email notifications. Despite numerous claims heard during the last 10 years that email is dead, most of the people who turn to SD for assistance would prefer to open an email message from the convenience of their
Inboxinbox, rather than learning how to use
ServiceDeskthe Service Desk portal. Who would want to navigate to Service Desk, log
-in, and search for a comment on your issue if you can simply read it from an email? Not to mention the obvious fact that email is accessible from ANY internet-connected user device.
But my emails are ugly...
Unfortunately, when it comes to customer notifications, Jira
ServiceDeskService Desk has significant limitations that you should be aware of.
Although,Although initial
creatingcreation of support
casetickets from email (inbound emails) is doing its job
forin most
typicalcases,
the furtherfollow-up messaging is nothing but adequate for a well-run help-desk system. If you ever wanted to send a file mentioned in the agent’s comment as an email attachment, add custom fields to the subject or message
or subjectcontent, notify external addresses using CC/BCC copies, or merely have a custom layout with the look-n-feel of your company, then standard notifications will be not enough.
So, what can we do about it?
Generally speaking, you have two choices here:
A) Implement a custom solution based on Jira and
ServiceDeskService Desk.
B) Use
a thatthat will do it for you.
Choosing
optionOption A means this:
1) Get the requirements right (from the beginning)
.
2) Find a Jira consultant who is experienced in customization.
3) Implement the solution on the Java platform.
4) Maintain it to be compatible with future releases of Jira
ServiceDeskService Desk.
5) If
business folks will requestyour team requests any changes to the notifications then go back to
stepStep 1 and repeat...
Raley Notifications will help you out!
And, fortunately, there is one!
Emails willwill solve your notifications challenges at a fraction of cost of
optionOption A! Our add-on is a battle-
prooftested solution that supports the features you were looking for in a professional email notifications system. It was developed to
resolveaddress the shortcomings of the standard JSD notification system
and iswhile being easy to use.
SettingYou can have it set up and running and
gettingsending the first emails
up-and-running takesin less than an hour. Without any programming, you can fully control the content of
emailemails, send attachments, show any
field -standard or custom field, and have your emails sent to ANY address.
MoreoverPlus, adding some HTML will make your
messages lookmessaging consistent
withwith your company brand
bookstandards and make your customers feel more engaged. Raley
Emails NotificationEmail Notifications is available on the Atlassian Marketplace for
both Cloud and Server versionboth Cloud and Server versions of Jira
ServiceDeskService Desk.
With Raley
EmailsEmail Notifications, you can
make atailor
notification tonotifications for every customer,
as emails are not lookingsince emails won't look like a canned JSD message, but instead carry relevant information
which is relevant to specific helpdesk andspecific to the type of helpdesk or support request
type. Thanks to a fully customizable design and message content
of the message, the customer will
experiencehave a more personalized
approachexperience and
willdevelop more brand loyalty to your company
brand. Make all
the relevantyour important information available from the convenience of customer's
Inboxinbox!
Give
itRaley Email Notifications for Jira a try at your helpdesk and
makeget your customers more engaged with your service team!