Hello Service Deskers!

 

Many of you have been eagerly watching the ticket for workflow transitions on the customer portal. Starting today, you can add transitions to the portal so customers can take action on requests. Out of the loop? Here are some cool things you can do with portal transitions:

• If an agent shares a helpful knowledge base article with a customer, the customer can self-service the problem and resolve the request  
• If a request is resolved but the problem returns, the customer can reopen the original request
• Customers can escalate critical requests

 

Check out the docs to learn how to set up transitions on your customer portal.

 

We've also added the ability to turn off notifications so customers can stay involved with a request without a busy inbox. If things get too quiet, they can turn the notifications back on from the portal.

Thank you to everyone who provided feedback to help us build a better JIRA Service Desk!

 

Cheers,

The Service Desk Team

Duy, Hussein, Michael, Scott, Ryan, Liem, Jason, and Nhi 
Insufficiently labcoated and lei-ed for this photo: Robin, Huy, Vincent, Alex, and Sasha