Thanks to the versatility of the app, multiple custom fields were created and adapted depending on the demand. Using the unique national ID as a key to identify a customer, Elements Connect can retrieve the needed information about the related customer and display it into custom fields. Only two steps were needed to implement the solution: 1) create the read-only connector to the databases and 2) populate Jira custom fields with the external data. The add-on Elements Connect provided the perfect answer to this need, by connecting Jira to these different databases. So they needed a solution to simplify this support workflow and provide agents with an easier way to verify customer identity.Īs all customer data was stored in external data sources, a solution would be to get this data directly into Jira Service Management in order to prevent the regular back-and-forth between tools. The solution: Display external customer data in Jira Service Management with Elements Connect and Mobile for Jira In conclusion, support agents were constantly forced to navigate from one tool to another to look for the information they needed, while being cautious with this confidential data, losing time in customer request management.
#Desktop jira client software
This ticket can finally travel to different teams like L1 or L2 support or even being escalated to a Jira Software project for the development team. Once it’s done and the need for a support request is established, the agent will create a support request on Jira Service Management and copy the customer’s information manually into the ticket.
For that, the agent will look into a specific tool to find data about the caller and be able to compare the given information and make sure he is the right person. At this stage, the agent needs to validate the customer identity by asking him specific questions and verifying his national ID, the customer’s unique identification number. When a customer has an issue on one application, he makes a phone call to the support call center. Let’s take a typical scenario to illustrate it: One main pain point they had was customer identity verification. Having to deal with such a complex workflow, it was mandatory for support agents to avoid losing time searching for information. Moreover, millions of users were using these applications on a daily basis, leading to high demand with up to 10,000 support requests some days.
The support process here was highly complex, involving multiple tools and multiple actors, from a first-line Call Center to Level 1 and Level 2 support, and sometimes involving also the development team.
#Desktop jira client how to
Let’s see how: The problem: How to manage sensitive data into a complex support workflowĪs a software editor developing various applications, the final client needed to be able to deliver a high-quality continuous support service with a precise process. The apps Elements Connect for Jira, Mobile for Jira and Mobile for Jira service management Portal were brought into play to provide a complete solution. But a different platform was used for all the Customer Support part, leading to integration & communication issues between teams.įor these reasons, Infosysta advised the client to switch to the Atlassian Support Portal tool, Jira Service Management, and took care of the implementation in order to bring seamless integration and gather all teams under one unique system: Jira.īut Jira Service Management alone wasn’t covering all the client’s needs. The client, a Software company for Middle East governmental institutions, was already using Jira Software for covering the development life cycle of their applications. This partner recently supported one of their clients with consolidating its software support system, thanks to the use of Jira Service Management. Its Atlassian expert team provides extended services to customers from consultancy to implementation, and support in order to lead businesses to the next level. Software Expert & Atlassian Platinum Solution Partner in EMEA, Infosysta is specialized in implementing Atlassian products and developing add-ons that extend their use. They are now able to get access to external data on customers raising tickets to support and collaborate with them instantly, on Jira Service Management for mobile and desktop. By combining Jira Service Management with the apps Elements Connect, Mobile for Jira, and Mobile for Jira Service Management Portal, the Infosysta consultancy team helped support agents provide better support to final customers. Infosysta, Atlassian Platinum Solution Partner in EMEA recently supported one of their clients with consolidating its software support system.
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