Managing Repetitive Requests Efficiently with Roadmap & Idea Portal for Jira Service Management

introduction

Introduction

Managing repetitive – same or similar, requests efficiently is a critical aspect of service management. The Roadmap & Idea Portal for Jira Service Management app makes it possible by surfacing such requests on one or more custom built Roadmap & Idea portals. These portals eventually present the data that is already in JSM & facilitate customer votes, comments on a single ticket rather than force create multiple tickets due to lack of visibility into existing service issues.

Customer-profile

Customer profile: Support & Product Teams

This app is particularly beneficial for Support and Product teams using Jira Service Management who deal with recurring feature requests or common issues raised by multiple customers.

Problem-statement

Problem statement: Handling Repetitive Requests in Jira Service Management

A key challenge in Jira Service Management is to make support tickets visible to a broader audience. Usually, the support tickets are visible only to the reporters themselves or additionally users in their organization. This may lead to multiple users requesting similar things through different JSM tickets. This means that each ticket needs to be addressed separately, leading to inefficiency and redundant efforts by support agents.

       App used

Roadmap Portal

       Roadmap
          Platform

jir-cloud

         


Jira
Solution-overview

Solution overview

The Roadmap & Idea Portal app addresses this inefficiency by allowing the creation of public or private portals that serve as centralized platforms for gathering feedback and votes on feature requests and ideas. This setup prevents the duplication of tickets for similar issues and streamlines communication.

Roadmap portal

End to end experiences

Experience 1 - Surfacing relevant information before the end users create a support ticket

  • A customer who is using your product or service for some time needs an enhancement that will make it easier for her team to extract more value out of your product.
  • This customer finds the link to your Roadmap & Idea portal placed prominently within the product.
  • They navigate to the Roadmap & Idea portal & glance through the portal only to realize that the enhancement they wanted to request is already requested by someone else.
  • They go into the details of this request to see number of votes & comments from other users of your product.
  • They end up adding their own vote on the idea to get notified whenever there is any update on it.
  • Jira service management agents now have one less ticket to respond to & they can focus on other value adding conversations.

Experience 2 – Agents vote on behalf of customers on the roadmap & Idea Portal items to prevent duplicate requests  

  • A customer who is using your product or service for some time needs an enhancement & drops an email to your team. 
  • Your team is aware that such a feature request already exists on the product roadmap & is planned for the next quarter. 
  • Your Roadmap & Idea Portal admin then adds a vote on this customer’s behalf to an existing idea. 
  • Customer is notified about this existing item on the Roadmap & Idea portal due to the agent’s vote on their behalf.
  • The agent does not need to open a separate support ticket for this customer & any future activity on the Roadmap & Idea portal item will auto-notify the customer. 
  • Jira service management agents now have one less ticket to respond to & they can focus on other value adding conversations.

Benefits

  • Minimizes the need to handle similar tickets separately, enhancing efficiency.
  • Keeps all related requests in one place, making it easier to manage and respond to them.
  • Allows customers to contribute actively, increasing their engagement and satisfaction.
×