Bringing Transparency to Jira Service Management: A Guide to Sharing Progress with Users

In today's fast-paced business environment, transparency and communication are key to building trust with your clients. That's why we're excited to introduce Tick Checklist for Jira, an innovative app designed to enhance your Jira Service Management (JSM) experience by allowing clients to follow the progress of their tickets in real-time.

🤔 What is Tick?

Tick is a powerful tool that integrates seamlessly with Jira Service Management, enabling service agents to share the progress of client tickets effortlessly. It bridges the gap between your service team and clients by providing a transparent view of ticket statuses, progress percentages, and even detailed task lists when appropriate.

🤷‍♂️ Enhancing Client Communication

Clients often feel left in the dark after submitting a service ticket, uncertain about when their issues will be resolved. With Tick, you can alleviate these concerns by giving them access to real-time updates on their tickets. This not only improves client satisfaction but also reduces the number of follow-up inquiries your team receives.

👁️ Controlled Transparency

We understand that not all information should be immediately visible to clients due to privacy or internal policy reasons. That's why Tick gives JSM agents full control over what information is shared:

• Progress Percentage: Agents can choose to display the overall completion percentage of a ticket, giving clients a high-level view of where their request stands.

  

• Detailed Task Lists: For clients who require more in-depth updates, agents can opt to share the specific tasks being worked on.

  

🛠️ How Does It Work?

1. Initial Privacy Settings: By default, all tasks and progress details are hidden from the client to maintain confidentiality.

2. Agent Control: JSM agents have access to JSM visibility control items within their top menu that allow them to manage visibility settings for each ticket.

3. Sharing Updates: With a simple click, agents can toggle the visibility of progress percentages and task details for individual tickets.

4. Client Access: Once enabled, clients can log into their portal to view the shared information, keeping them informed every step of the way.

💪 Benefits of Using Tick

• Improved Client Trust: Transparency fosters trust, making clients more likely to continue using your services.
• Reduced Workload: Fewer status inquiries mean your agents can focus more on resolving tickets rather than fielding update requests.
• Customization: Control over shared information ensures that sensitive data remains secure while still keeping clients informed.

👩‍💻 Getting Started with Tick

Integrating Tick into your JSM workflow is straightforward:

1. Install Tick: Add the Tick Checklist for Jira from the Atlassian Marketplace to your JSM instance.
2. Train Your Team: Brief your agents on how to use the top menu options to share ticket progress.
3. Start Creating Tasks: Begin creating tasks for your service tickets. For detailed guidance on effective task creation, refer to our other blog posts.
4. Inform Your Clients: Let your clients know where they can view progress updates and see where their tasks stand within the portal.

🏁 Conclusion

Tick empowers your service team to enhance client relationships through improved transparency and communication. By giving agents the ability to share as much or as little information as appropriate, you maintain control while providing clients with the updates they need.

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For assistance or more information on how Tick can benefit your organization, feel free to contact our support team.