Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-2344

Configure A Report To Show Channel Of Requests, Mail or Customer Portal

XMLWordPrintable

    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
    • None
    • Reports
    • 1
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      Having a report to show JIRA Service Desk administrator which channel issues are created from.
      This is to track user adoption of Service Desk. It would be beneficial to be able to see if Agents are creating tickets themselves, customers are sending requests via email, or customers are creating tickets via the JIRA Service Desk Customer Portal.

      Workaround

      To filter tickets from E-mail
      issue.property["request.channel.type"].value = "email"
      To filter tickets from JIRA Service Desk Customer Portal
      issue.property["request.channel.type"].value = "portal"

            [JSDSERVER-2344] Configure A Report To Show Channel Of Requests, Mail or Customer Portal

            Neliah Goldstein added a comment -

            Brilliant, thank you. 

            Neliah Goldstein added a comment - Brilliant, thank you. 

            Charlie Marriott added a comment -
            Atlassian Update – 1 March 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 1 March 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

            Megan Nacey added a comment -

            I am actively looking for this reporting opportunity.   Use case would be determining method of ticket creation to create campaigns to drive volume through the portal, versus email submissions.  

            Megan Nacey added a comment - I am actively looking for this reporting opportunity.   Use case would be determining method of ticket creation to create campaigns to drive volume through the portal, versus email submissions.  

            Daniel Boey added a comment -

            Our IT team consists of 4 staff supporting about 500 customers daily in 3 different sites - Indonesia, Thailand, Malaysia.
            We come from an environment where our customers are used to walking up and approaching us with their issues/questions.

            It has reached a point where we need to start tracking all these requests so that we know where the bulk of our issues are coming from. This is why we implemented JSD about 3 weeks back. Customer uptake on the service desk has been mediocre as most agents are creating tickets by themselves when a customer walks in. We started a reward campaign where we reward customers for every 100th ticket created via email or portal.

            To measure the success of this reward campaign, we need a report to track customer adoption.

            Daniel Boey added a comment - Our IT team consists of 4 staff supporting about 500 customers daily in 3 different sites - Indonesia, Thailand, Malaysia. We come from an environment where our customers are used to walking up and approaching us with their issues/questions. It has reached a point where we need to start tracking all these requests so that we know where the bulk of our issues are coming from. This is why we implemented JSD about 3 weeks back. Customer uptake on the service desk has been mediocre as most agents are creating tickets by themselves when a customer walks in. We started a reward campaign where we reward customers for every 100th ticket created via email or portal. To measure the success of this reward campaign, we need a report to track customer adoption.

              Unassigned Unassigned
              somidi Sam Omidi (Inactive)
              Votes:
              10 Vote for this issue
              Watchers:
              11 Start watching this issue

                Created:
                Updated:
                Resolved: