Your service desk has finally moved from Microsoft Excel spreadsheets to Atlassian Jira ServiceDesk and now all the queries are handled in a centralized way. The work of support agents is logged, processes are being harmonized, key metrics/SLA’s are in place and monitored. The roll-out of ServiceDesk was a truly big achievement in your company which made the agents more efficient in their daily work. Seems like the pieces of puzzle code-named “ServiceDesk challenge” are getting in the right set up…
Send me an email, please?!?!
However, soon you'll realize that there’s a critical piece of puzzle missing which directly affects the level of your customers’ satisfaction – good system of email notifications. Despite numerous claims heard during the last 10 years that email is dead, most of the people who turn to SD for assistance would prefer to open an email message from convenience of their Inbox rather than learning how to use ServiceDesk portal. Who would want to navigate, log-in and search for a comment on your issue if you can simply read it from email? Not to mention the obvious fact that email is accessible from ANY internet-connected user device.
But my emails are ugly..
Unfortunately, when it comes to customer notifications, Jira ServiceDesk has significant limitations that you should be aware of. Although, initial creating of support case from email (inbound emails) is doing its job for most typical cases, the further messaging is nothing but adequate for a well-run help-desk system. If you ever wanted to send a file mentioned in agent’s comment as email attachment, add custom fields to message or subject content, notify external addresses using CC/BCC copies or merely have a custom layout with look-n-feel of your company then standard notifications will be not enough.
So, what can we do about it?
Generally speaking, you have two choices here:
A) Implement a custom solution based on Jira and ServiceDesk
B) Use a specialized App that will do it for you
Choosing option A means this:
1) Get the requirements right (from the beginning)
2) Find a Jira consultant who is experienced in customization
3) Implement the solution on Java platform
4) Maintain it to be compatible with future releases of Jira ServiceDesk
5) If business folks will request any changes to the notifications then go to step 1 and repeat...
So, we end up with a small Java project and another piece of software that needs attention and maintenance effort. There should be a better way to get the e-mailing right...
Raley Notifications will help you out
And, fortunately, there is one! Raley Emails Notifications will solve your notifications challenges at a fraction of cost of option A! Our add-on is a battle-proof solution that supports the features you were looking for in a professional email notifications system. It was developed to resolve shortcomings of standard JSD notification system and is easy to use. Setting it up and getting the first emails up-and-running takes less than an hour. Without programming you can fully control the content of email, send attachments, show any field - standard or custom and have your emails sent to ANY address. Moreover, adding some HTML will make your messages look consistent with your company brand book and make your customers feel more engaged. Raley Emails Notification is available on Atlassian Marketplace for both Cloud and Server version of Jira ServiceDesk.
With Raley Emails Notifications you can make a tailor notification to every customer, as emails are not looking like a canned JSD message, but carry information which is relevant to specific helpdesk and support request type. Thanks to fully customizable design and content of the message the customer will experience a more personalized approach and will develop more loyalty to your company brand. Make all the relevant information available from the convenience of customer's Inbox!
Give it a try at your helpdesk and make your customers more engaged with your service team! Free for first 30 days!