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Here are some tips to get you started. You can edit this page to see how it works! |
1. Support Agent Interface
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Support Agent Interface
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The "
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On this page:
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3. Organise your pages
Here are some tips for organising your content.
Change the page order
The sidebar on the left displays your pages in a hierarchy. If you have Space Administrator permissions you can click "Space Tools" > "Reorder Pages" to move pages around.
Add labels
Labels help keep pages organised and make it easier for you to find the information you need. Click "Labels" at the bottom of a page to add or edit. The "Related pages" section on this page uses labels too!
Make templates
Standardise and speed up the page creation process with templates. You can create and format a template with page layouts, standard headings and instructional text for hints and guidelines. Check out our sample page on "Making a template"
Related pages
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Customer Card" plugin adds a button to the Jira agent toolbar:
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Clicking on the button opens a support agent interface (pop-up window) with the ability to quickly access the client's profile:
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Also, the support agent interface can be opened from any Jira page on a separate page by clicking on the "Customer Card" item in the App submenu:
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A separate plugin page where the Jira agent can quickly find, view, and add additional user information who created a service request:
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Customer's Search
Use the drop-down list to find the required user in Jira. It also supports a quick search by the first characters of the customer's name or email address:
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Customer's Profile
The customer card displays a list of tasks that have been created on behalf of the selected Customer. The window contains buttons for fixing a request and viewing the history of requests from a client for a specific task:
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Additionally, the agent has the ability to create a request on behalf of this Client (using requests that can be made through the portal).
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In the Customer Card plugin, it is only possible to create a request on behalf of a user if that user is registered as a customer in Jira Service Management. If a user does not have customer status in Jira Service Management, requests cannot be created on their behalf using this plugin. This is a requirement due to access and permissions limitations within Jira Service Management, ensuring that only verified customers can submit and manage support requests. Note: To enable request creation for a Jira user, ensure they are added as a customer in the Jira Service Management project where the request will be logged. |
Request History. The Agent can view all tasks that have been created from the organization associated with the Client (provided that such tasks can be viewed at the organization level):
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It is possible to conduct a search in the knowledge base of the question of interest (it is being finalized).
You can also view the list of CMDB objects that are associated with a given user (if any exist in Insight).
Add Incoming Call
Possibility to manually add incoming customer calls to the selected issues:
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History of Incoming Calls
View the history of incoming calls for selected issues:
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Click on the button to open a pop-up window with the Call History of the selected issues.
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Adding Phone Numbers
In the configuration section, it is possible to add phone numbers for all existing customers in Jira.
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Easy import and export of all customers in CSV format for bulk adding and editing of phone numbers.
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VoIP Integration
You need to set up integration with your VoIP solution. The following connections are available: