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As in any relationship, after a certain period of time, we are evaluating the transition to the JIRA software module and its component, the ITSM ticketing tool, which our clients also encounter as part of their customer support.
How do we evaluate our first month with JIRA? What does our customer support team say about the new ticketing system? And what all does the ITSM offer to new and existing customers?
Since nothing speaks louder than numbers, let’s take a look at some of them together first:
In the past month, our customer support team managed to process more than 160 tickets in ITSM, and a third of our existing customers have already used the ITSM.
The fastest-resolving tickets were processed in less than 20 minutes. On the other hand, the most complex customer requests are handled by support team members as well as developers in a matter of hours or even days. Especially such tickets are a valuable challenge and motivation for us to improve our products and services. The average time to resolve one request in the last seven days is currently around 4 hours.
Approximately 13.3 percent of tickets are related to some software issue (internal system errors in the product), the rest were related to either specific client requests or standard customer care related to, for example, license extension.
And how do our employees evaluate the ITSM?
“I like the fact that it’s linked to the JIRA system and the processing of tickets is easier. As a tool, it is more comprehensive and gives us many more options,” comments our Head of Support Martin on the transition to JIRA and ITSM.
Our youngest support crew member, David, also views the move to ITSM positively: “If I can’t solve a ticket myself, it’s great that I can send the customer’s request directly to the development department. What I would criticize ITSM for is that I can’t close a ticket myself for a few days if I’m still waiting for a comment or information from the customer. But sometimes it happens that the customer considers the matter resolved and does not contact us again.”
Development Manager Bohdan explains his colleague’s minor complaint: “There is a reason for this. If the customer needs to adjust some minor thing for the future, it’s fine that the ticket remains open. It may happen that he wants to take a vacation or needs to attend to other work while the request is being resolved, without us closing the ticket. At the same time, using JIRA and ITSM makes it easier for us to log time – our support team can directly see how much time was spent on each ticket.”
This interconnection between JIRA and ITSM is also important for our customers and provides greater transparency – any reporting or billing for our services is linked to the tickets requested, the complexity of their resolution and the time required.
Our team is only one side of the communication chain, what do you think about the new ITSM? Please, write us any feedback and help us to improve our services.
Did you know that after every ticket you submit you can rate the work of our support team, either with a number of stars or even with a comment? Please use this opportunity, help us to improve our services or just praise the members of our support team who worked on your request. Don’t be afraid to take this opportunity, we can’t improve without you!
