Content Comparison

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Below, we added a selection of automation rules ideas which can enhance your use case, but the configuration of automation is optional to you. Let’s just get a inspired on how to work smarter with Jira Service Management and Microsoft 365.

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Ongoing: How to deal with various communication channels

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Pain point:Solution: If the ticket requires more personal communication, it is complicated for service agents can plan to find a meeting slot with the internal customer coming from the Jira ticket. Patti can schedule a Microsoft Teams meeting with Miriam when both of them are available .

Solution: Service agents can see when the internal customers are available for a meeting (based on data of their Outlook calendar data) and they can schedule a Microsoft Teams meeting right away. The meeting is then linked to the support ticket , and both , Miriam and Patti have the meeting in their Outlook calendars.

Pain point:Solution: If Miriam and Patti are going to chat during the meeting, the meeting chat If a service agent is in a Microsoft Teams meeting with an internal customer or a team member and they exchange information via chat, it needs to be documented in the ticket.

Solution: Chats from meetings scheduled via the app will also be documented in the Jira ticket. This is helpful, if someone is taking notes in the chat window or if important information is exchanged in the chat during the Microsoft Teams call.

Pain point:

Solution:

If your internal Internal customers are not too eager to raise support tickets via the service portal in Microsoft Teams, don’t worry. If there is a support ticket coming via email, service some of them send requests via email. Copy-pasting information from email to create a JSM ticket takes time and is error-prone. Information of ongoing email conversations outside of Jira are lost and won’t be documented.

Solution: Service agents can create a JSM ticket with yasoon’s the Outlook add-in. Service agents can choose to create a new ticket or to add the email to an existing one. The ticket can be raised on behalf of the internal customer customers and there is no need to copy-paste contents from emails to JiraJSM.

If the whole service team shall be able to have access to this email conversation, it is possible to share the conversation with the company. The team is able to see the ticket in the board and the email conversation is shared, even new replies to this email emails will be visible in the Jira ticket. No information will be lost. All is lost, all team members can read emails in the thread, and send new ones , right in the Jira ticket.

Pain point: Getting back to certain tickets and remembering to catch-up with internal clients via email is manual effort for service agents.

Solution: If communicating via email is your preference, you service agents can schedule when to send an email. This might be useful if service agents want to get feedback from internal customers after a certain time to make sure their problem is solved. Service agents avoid the overhead of getting back to the ticket and don’t have to remember to catch-up via email.

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