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Your service desk has finally moved from Microsoft Excel spreadsheets

to Atlassian Jira

Service Desk and now all

your queries are

centralized

. The work of your support agents is logged, processes are being harmonized, and key metrics

and SLAs are in place and monitored. The roll-out of

Service Desk was

truly a huge win for your company, making agents more efficient in their daily work. Seems like the pieces of puzzle code-named

“Service Desk Challenge” are falling into place…

Send me an email, please?!?!

However, you soon

realize that there’s a critical piece of puzzle missing which directly affects the level of your customers’ satisfaction

— a 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 the convenience of their

inbox, rather than learning how to use

the Service Desk portal. Who would want to navigate to Service Desk, log

in, and search for a comment on your issue if you can simply read it from an 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

Service Desk has significant limitations that you should be aware of.

Although initial

creation of support

tickets from email (inbound emails) is doing its job

in most

cases,

follow-up messaging is nothing but adequate for a well-run help-desk system. If you ever wanted to send a file mentioned in the agent’s comment as an email attachment, add custom fields to the subject or message

content, notify external addresses using CC/BCC copies, or merely have a custom layout with the 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

Service Desk.

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 the Java platform.

4) Maintain it to be compatible with future releases of Jira

Service Desk.

5) If

your team requests any changes to the notifications then go back to

Step 1 and repeat...

Raley Notifications will help you out!

And, fortunately, there is one!

Raley

Email Notifications

will solve your notifications challenges at a fraction of cost of

Option A! Our add-on is a battle-

tested solution that supports the features you were looking for in a professional email notifications system. It was developed to

address the shortcomings of the standard JSD notification system

while being easy to use.

You can have it set up and running and

sending the first emails

in less than an hour. Without any programming, you can fully control the content of

emails, send attachments, show any

standard or custom field, and have your emails sent to ANY address.

Plus, adding some HTML will make your

messaging consistent

with your company brand

standards and make your customers feel more engaged. Raley

Email Notifications is available on the Atlassian Marketplace for

both Cloud and Server versions of Jira

Service Desk.

With Raley

Email Notifications, you can

tailor

notifications for every customer,

since emails won't look like a canned JSD message, but instead carry relevant information

specific to the type of helpdesk or support request

. Thanks to a fully customizable design and message content

, the customer will

have a more personalized

experience and

develop more brand loyalty to your company

. Make all

your important information available from the convenience of customer's

inbox!

Give

Raley Email Notifications for Jira a try at your helpdesk and

get your customers more engaged with your service team!

Free for first 30 days!