Gain more insight into customer/reporter/organization relation when working on the Service Desk request
Gain more insight into customer/reporter/organization relation when working on the Service Desk request
Gain more insight into customer/reporter/organization relation when working on the Service Desk request
Service Desk customer insights at request level
See other requests from the reporter/organization
Add notes to customer and organization
Find a portion of customer data directly at issue view, without need to search them in Service Desk project or Customer portal.
Check the other requests raised in Jira Service Desk on the list that can be filtered in regard of a reporter or his organizations. It is also possible to see requests shared in JSD with the same organizations. Read more
Agent who support customer can add notes to this customer. These notes are visible to all agents who have permission to a specific Jira Service Desk project.Notes can be added also to Service Desk organization. Read more
More details
The Customer Tools app brings an extra list view on the right side panel of Jira Service Desk issue view. WIth that list agents can see other the other requests from the reporter or his organizations and also check other agents participating in the support of a given customer. Results on the list are sorted from newest to oldest requests and include the assignee info - with that agent can easily track other agents participating in the support of a given customer. Read more.
The results on the list can be filtered to see
- other requests from the same reporter of current request
- other requests from organizations that the reporter of current request belongs to
- other requests shared with the same organizations that current request is shared with
Agent can also add custom notes to customer and organization - read more
The app will get out of beta phase late Q4 2020. We kindly inform you that when this happens, small payments will be introduced.
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Versions
Jira Cloud • Released 2020-10-10
Summary
Mobile apps support and small updates
Details
- Added support for mobile and macOS desktop apps.
- Added info about ending beta version, soon.
- Little UI cosmetic changes
Installation
- Log into your Jira instance as an admin.
- Click the admin dropdown and choose Add-ons. The Find new apps or Find new add-ons screen loads.
- Locate Customer Tools for Service Management.
- Click Install to download and install your app.
- You're all set! Click Close in the Installed and ready to go dialog.
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