Feature Launch: Enjoy fewer support tickets with our JIRA Service Desk integration
Answering the same question twice is annoying. How about answering the same question hundreds, or even thousands of times? Just plain crazy, right?
Unfortunately, that’s what a lot of support and IT teams put themselves through whenever there’s a service outage. “Is this thing broke” tickets start flying in, and pretty soon your team is buried just trying to keep up. A bunch of versions of the same question come in, a bunch of versions of the same answer go out.
But what if your team could answer everyone at once? What if your users found what they were looking for before even filing a support ticket? Sounds like the kind of thing that would save a lot of wasted time.
Announcing our first JIRA Service Desk integration
The combination of using JIRA Service Desk and StatusPage is the perfect fit for support and IT teams focused on hitting SLAs and managing the queue during downtime. The new free add-on for JIRA Service Desk cloud users helps teams by surfacing status information from your status page directly onto Service Desk portals.
This can be helpful during common system events, including:
- Open Incidents
- Degraded Services & Components
- Active Scheduled Maintenance
With the add-on installed, a banner appears at the top of your JSD portal whenever you open an incident on your status page.
Visitors can click on this banner to go directly to the StatusPage, where they can see more information about the incident.
And even subscribe to updates on the incident — and future incidents — via email and SMS.
Why use the integration?
Downtime is a fact of life for web companies. When it happens, your team and users are going to want to know what's going on. Diverting them to your status page within JIRA Service Desk will prevent a support nightmare before it even starts.
When your users see that there is a dedicated home for updates on the incident, they’re less likely to all file the same ticket. This also helps them get in the habit of checking your status page for incidents in the future and also receiving proactive notifications through StatusPage, which means even fewer inbound tickets down the road.
Whether you're using JIRA Service Desk for internal IT support or external customer support, enabling the StatusPage add-on is the easiest way to reduce the flood of support tickets during an incident.
How to get started
Existing JSD and StatusPage customers can visit our marketplace listing to learn more and install the add-on for free. If you're an existing JSD user, but don't have a StatusPage yet, create your free trial to get started! You can learn more about setting up the integration with our help article.
We'd also love to hear from anyone as we continue to enhance the integration. Feel free to reach out to us directly at firstname.lastname@example.org with any product feedback.