With Microsoft 365 for Jira, you can take advantage of preconfigured features and their settings tailored to a variety of use cases.

We have identified and established a variety of use cases where our app best aligns with your expectations and meets daily needs / requirements of your daily business.

Each use case is tailored to a specific workflow, offering a clear and consistent overview of the essential steps needed to get started quickly.

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Jira admin settings: Start with a use case of your choice.

Set-up

Beginning with preconfigured features and a clear "red line" to guide you can be extremely beneficial, especially if you are new to using our Microsoft 365 for Jira app.

Our internal ticketing use case is just one of many that are yet to be implemented. However, based on this exemplary use case, we provide a guideline on how to set up your first use case in the admin settings.

This approach can be applied to any use case we offer.

Internal ticketing

Using Microsoft 365 tools with Jira Service Management (JSM) for internal ticketing is a really strong use case for many of our customers. This use case offers features and settings that are particularly beneficial for managing support tickets and delivering excellent customer service.

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Background information

Based on our use case strategy, we have identified several key benefits that serve as the foundation of our setup process:

• Streamlined ticketing: Customers can easily raise support requests directly from Microsoft Teams or Outlook, minimizing the need to switch between applications.

• Faster time-to-resolution: The integration allows customers to chat with support agents directly within the JSM request, facilitating clearer and more efficient communication, which leads to quicker resolutions.

• Customer satisfaction: By embedding the Jira Service Management customer portal in Teams, employees can submit requests and chat with agents without leaving their primary workspace, making the process more user-friendly and efficient.

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Raise support tickets

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Configuring the “raise support requests” settings via the internal ticket use case settings.

Begin by selecting one or more JSM projects to which the preconfigured settings should be applied.

Then, follow our step-by-step guidelines in the settings to configure the features accurately.

Customer-facing communication

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Configuring the “customer-facing communication” settings via the internal ticket use case settings.

Support team communication

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Configuring the “support team communication” settings via the internal ticket use case settings.