Streamlining Support with Screenjar: Enhance Your Jira Service Management

introduction

Introduction

Efficient support and service management are crucial for any business. However, a lack of clear visual information often leads to prolonged ticket resolution times.

Customer-profile

Customer profile

Ideal for support teams using Jira service management, especially when assisting non-technical users.

Problem-statement

Problem statement

Support agents frequently face challenges due to insufficient information in tickets. This results in time-consuming back-and-forth communication to gather necessary details, delaying issue resolution.

       App used

Screenjar Record Platform

       Screenjar
          Platform

jir-cloud

         


Jira
Solution-overview

Solution overview

Screenjar integrates seamlessly with Jira service management, enabling users to easily record their screens or take annotated screenshots without the need for additional software. It simplifies the process of providing visual context to support tickets.

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End to end experiences

Experience 1 - Attaching a screen recording video at the time of support ticket creation

  • User experiences a problem & navigates to the JSM customer portal to open a support ticket.
  • In the ticket creation form, they see the Screenjar button which allows them to record their screen or take annotated screenshot without any additional installation.
  • User completes the screen recording & then submits support ticket.
  • Support ticket is created in JSM & the screen recording file is attached to the ticket in mp4 format.
  • Agent views the attached screen recording right within the JSM ticket browser & helps the customer resolve the problem.

Experience 2 – Attaching a screen recording video after a support ticket is created

  • User experiences a problem & opens a support ticket on JSM.
  • Agent needs additional information to troubleshoot the behavior & thus requests customer to use ‘Screenjar’ link from the customer portal ticket. 
  • This Screenjar button allows them to record their screen or take annotated screenshot without any additional installation.
  • User completes the screen recording & reviews it before clicking submit. 
  • The screen recording is automatically attached to the support ticket & is available for the agent.
  • Agent views the attached screen recording right within the JSM ticket browser & helps the customer resolve the problem.

Benefits

  • Reduces the need for back-and-forth communication.
  • Provides clear visual evidence of issues, leading to quicker resolution.
  • No additional software installation needed, thus extremely friendly even for non-technical users.
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