The Customer Portal is easy to use, and at the same time it offers advanced configuration possibilities. It is a solution dedicated to businesses in need of a platform that will allow their customers and employees to report faults, needs, and problems, which are then forwarded to the appropriate support line. The Customer Portal in Jira Service Management is a tool that is being constantly developed by its producer. It is scalable, certified in terms of compliance with ITIL, and above all – easy to use.
Jira Service Management is a comprehensive solution offering various possibilities of applications and numerous advantages. Learn about the most important and most useful features of one of the system elements: Customer Portal.
Let’s start with the design: the administrator is responsible for workflow control and correct process configuration. What is more, they can decide what a Customer Portal user can see. Customizable elements include the main image, colors, header (e.g. welcome text or name), and company logo. These are the most essential elements that will ensure consistency with the company’s brand book and at the same time do not require lengthy configuration.
Important!
By introducing and applying changes to the Customer Portal Home Page, all the remaining Jira Service Management pages are automatically customized according to the chosen color theme.
The appearance and organization of request types is also important. The administrator should carefully plan and describe individual request categories by introducing, for example, a division into general and system requests, as well as into request types: hardware, software and user rights problems. The possibility of adding icons representing particular requests is a great visual aid (there are built-in icons in the app and you can add your own as well).
Before implementing the Customer Portal, the company should prepare a knowledge base that will serve the user as a source of answers to their questions. This will help eliminate some requests – if a customer finds instructions and solves the problem independently, they will not send a request to the Helpdesk. Jira Service Management allows you to implement this solution thanks to integration with the Confluence system.
Important! The knowledge base is searched not only from the main panel level – the system directs the user to materials containing the phrase connected with their problem and also at the stage of completing the request form.
If the user does not find the answer to the problem or does not want to look it up the knowledge base, they create a request, which is consequently forwarded to the appropriate service team. Each team has a limited time to resolve the problem to maintain the company’s customer service standards – this time, i.e. SLA (Service Level Agreement), is considered to be one of the most important features of Jira Service Management. By default, it is configured as the time to the first response and the time to solve the problem. In the case of multiple support lines, it is also possible to introduce OLA (Operational Level Agreement) monitoring to the system, which takes care of various work stages.
Notifications about nearing the SLA deadline prove very useful to administrators. The system allows the user to present statistical data related to SLA through charts and individual statistics concerning service technicians. It allows for creating reports showing how many SLAs have been met, how many have been exceeded, whether the team is fulfilling its duties, and if it is functioning efficiently.
Queuing is another very useful feature created for teams handling requests. It is a filter showing a set of requests based on parameters included in a task (status, topic, location, request number, etc.). The configuration of bookmark and field names depends on the needs of a given company. The SLA is also visible in the “queue”. It is shown in real-time, similarly to current requests (which are also shown in real-time as they appear in the system). Here is an example:
Important!
Detailed status data regarding the workflow of a given request is visible in the administrative panel only. The status data visible to the customer depends on configuration: usually, only basic messages are shown, such as “in progress” or “completed”.
Similarly to other Atlassian tools, Jira Service Management allows the user to rely on built-in automation or to add it in the form of additional scripts or plugins. Here are some possibilities the Customer Portal can provide:
Find out more about Jira Service Management: IT Service Management for business. Service desk with ITIL certificate.
Need a Customer Portal solution, but don’t know if Jira Service Management will meet your expectations? Want to learn about the system capabilities that will meet your needs? Contact us – we will conduct a business analysis that will allow us to tailor the tools to the needs of your company.
Document System Management is the basis for digitizing business processes. See how it is possible to transfer and archive documents in the Jira system. Learn about the benefits and see screenshots of the solution, as well as sample document flow paths in the company.
Among project management applications, you can find simple tools that address a single employee's needs, as well as comprehensive environments for managing an entire portfolio of projects. Our text is addressed to those who want to bring order to work management, centralize processes and gain a single environment for conducting multiple activities. We present the most important functionalities of the Jira Cloud system integrated with the Structure application and Structure.Gantt from ALM Works.
20 years after entering the IT market, Atlassian is still one of the world's leading providers of enterprise software solutions - from test and development management applications to agile (or cascading) project management systems to business process digitization capabilities, including administration and ITSM. According to recent data, Atlassian already has more than 200 000 customers worldwide and its market value is estimated at more than $60 billion. In order to achieve and sustain these results, Atlassian must be flexible and adapt to the needs of a changing world. Atlassian is now entering a new era with its customers - the Cloud - and is phasing out its Server-based systems.
An intranet improves communication, integrates and gives a sense of belonging. Apart from purely practical advantages, it has a number of assets of a social nature (“social intranet” is also one of the keywords searched in Google). If you are looking for an intranet/extranet that will be functional, intuitive, advanced in terms of functionality and friendly from a visual point of view, we recommend a combination of the Confluence system by Atlassian and Linchpin by Seibert Media.
Electronic recruitment systems and proven recruitment tools are increasingly sought after by professional recruiters and companies, who want to streamline the process of hiring new employees in their organizations. By combining the capabilities of Jira Service Management and Confluence (and proper configuration of both), we can implement a comprehensive environment, in which the recruitment process […]
What's the difference between a service desk and a helpdesk; what functionalities does an advanced tool like that have, and what criteria to take into consideration when choosing ITSM software for your company? See the answers.
Asset Management is often associated with financial asset management; it can also refer to the management of any fixed assets within a company – and it is in this context that we present the embedding of this concept and related activities in Jira Service Management.
One of the strategic stages of software development work is testing - every single "package" of code should be tested in order to identify and fix bugs as quickly as possible. In addition to automation, it's important that the environment bridges the silos between the development and operations teams. These needs are met by Jira Software with the Xray app and additional tools.
The year 2020, and especially its end, is the time of changes announced by the producer of Jira software. Recently, we have heard about the new licensing and support conditions for Atlassian Server products, and today (November 9, 2020), the company announced the rebranding of their Jira Service Desk. Apart from the new name – Jira Service Management, customers will receive a complex, comprehensive ticket management system. So far, Jira Service Desk has been enriched with many useful functionalities through add-ons. Now it will have them by default, which is a huge step towards meeting the needs of business customers.
What does Jira Cloud have that Jira Server doesn’t? What benefits does it offer, what functionalities are worth noting, and do both these hosting options imply the same way of accounting for maintenance? Here we present the most important differences between Jira Cloud and Jira Server. You should get to know them before making a decision on implementing or migrating your company’s software.
BigPicture by SoftwarePlant, a new version of the project management and PMO development addendum in Jira, is coming. What changes will it bring? How can you prepare for them? I will answer these questions later in the text – please read on.
What actually is agile? How did it all start? What are the principles that characterise this working method, how does it differ from the traditional approach and how to manage projects in an effective (and agile) way? We present a set of information that every person associated with technology in any way should become familiar with. We hope you will find it valuable and recommendable. Feel free to comment or contact us if you have any specific questions
The turn of June and July 2019 was an intense time for us. Due to the increasingly dynamic development of companies in the TT Capital Group, it was gradually becoming clear that in the long term it was impossible to maintain a central IMS (which, in addition to ISO9001, ISO20000, and OHSAS also included ISO27001). It was time to act.
At a time of the coronavirus threat, the ability to work from home is no longer a privilege, but a necessity. The employees at Transition Technologies PSC have successfully switched to this model of working thanks to, among others, the Atlassian tools that ensure the efficient information flow from anywhere in the world. The text presents several proven programs that allow remote work to be performed without the downtime and without interfering with the implementation of projects. Among them, you can find brand flagship systems, such as Jira and Confluence.
A good marketing team consists of people who have different, complementary skills: content, SEO, paid campaigns specialists, graphic designers, developers, analysts, PR or Employer Branding experts. This is not an exhaustive list – it all depends on what projects are or will be implemented. And although the team consists of different people, each of them has the same goal: to do their job well and on time, and to manage their (but not only their) task list on an ongoing basis.
We respond to the expectations of professional project management practices in business environments, offering a complete PMO solution implementation, within the Atlassian tools environment.
After a two-year break we return to the Atlassian Summit as sponsors of the event. In Las Vegas, Tomasz Pabich, Project Manager, will give a lecture on “The dos and don'ts of transforming your company culture”, while Mirosław Żyszczyński, Technical Support Team Leader, has once again been invited by the Australian producer as one of the most active people in the Atlassian community.
Jira by Atlassian is software well-known all over the world; it is associated mainly with solutions for developer teams. The tool can be successfully used in managing projects of different purposes. One of the examples of unusual (at first glance) use of Jira environment is Customer Relationship Management.
Settling local and overseas business trip expenses is a process that companies would like to go through in possibly the least complicated and most automated way. TT PSC team has proven to properly configure Jira to work well in this context.
Timesheet processing, time tracking in Jira? No problem! If your company uses software by Atlassian, you don't have to invest in new solutions – the software can be extended with additional functionalities for reporting and registering working hours.
A vacation management program that is easy to use, affordable, and enables the finalization of the entire process without the need to print anything is what many entrepreneurs dream about. If your company uses Jira, implementing the vacation management functionalities will be fairly easy – all you need is the Vacation Manager for Jira app.
A strong emphasis on cloud solutions, customer-focused narration as well as promoting the idea of being “open”. What happened during Atlassian Open 2019 in Vienna, what elements was the event composed of and how is it being evaluated by TTPSC professionals?
Based on implementation in Transition Technologies Capital Group currently hires nearly 1000 employees working in broadly understood advanced technology field.
Atlassian Summit is an annual even organized by an Australian producer of software for work management, among which the most popular ones are Jira and Confluence.
DevOps idea appeared in IT field already in 2009 and since then, it has been systematically entering global business world as a method of running software development projects. After over 10 years, we know that DevOps bring measurable benefits, improving the efficiency of applications development process.
Regardless of implemented tools, every company needs an environment where they can embed their own processes and manage them. A perfect tool for that is Jira and other Atlassian products. Jira Data Center is an advanced solution for businesses which additionally need the guarantee of constant software operation.
How to set up PMO for any business project? Managing projects portfolio is a huge challenge for every organization; it requires constant control of specified tasks and general workflow. Fortunately, there are tools which prove to work well in this role and makes it possible to manage even the most complex projects effectively. During April’s […]
One of the areas of our company activity, relates to Atlassian brand systems and tools implementation for business customers. Responsible for it department, holds partnership status within the mentioned independent software vendor and more recently has also been rewarded with Enterprise distinction. Such merit means that we are able to face the most sophisticated implementations […]
DevOps is a definition that rapidly trends up and at the same time it stays not fully comprehensible. Atlassian, as a global-range developer of systems for business projects and processes management tries to promote DevOps way of thinking and through this learn how spread the word through its customers. Get familiar with key assumptions standing […]
Managing work in such a way that all processes run smoothly is the more difficult the bigger the company becomes. On the one hand, the owner enjoys the development of business, on the other, he sees organizational challenges growing. Jira is a system that supports work flow of millions of users around the world. Transition […]
_Jira is not just a “bugtracker” Project Management Office, often referred to by its abbreviation PMO, is an organizational unit which appears in a growing number of companies in Poland. Every company conducting a dozen simultaneous projects begins to identify the need to have a central unit which would help educate people, standardize processes […]
It’s been six years now since we established our official partnership with Atlassian in 2012. Since then our expertise and professionalism in supporting, maintaining and adjusting this Australian company’s tools was recognized by organizations across the nation and worldwide. Our collaboration with one of the biggest direct sales companies is a great example. Amway – […]
Let’s get in touch
Contact us