Four tips to encourage non-technical teams to engage with Jira Service Desk

Maintaining engagement with both technical and non-technical Jira Service Desk customers is crucial as Jira Service Desk reaches beyond IT.

Service Desks have traditionally been tools used by IT and support teams (technical teams). This tradition is rapidly changing as non-technical teams such as legal, finance, HR and marketing are taking up service desks as a tool to ask for help, report incidents, or request services. Jira Service Desk is one such Atlassian platform that a growing number of non-technical users engage with. In fact, internally at Atlassian most of the teams using Jira Service Desk are non-technical. 

With so many non-technical teams uptaking the service, engaging users and encouraging them to get full value from the platform comes into question. For many years at Refined one of our core focuses has been to make Atlassian apps including Jira Service Desk useful for both technical and non-technical users. We share some best practice tips for how to set up Jira Service Desk in an optimal way to engage both technical and non technical users. 

Tip #1: Set the context

Use titles, logos, images, brand or team colors and design to set the context on a Jira Service Desk. The user should not have to think twice about where they are. On Jira Service Desk, this can be done by changing the header color, adding a banner and a site logo. Using Refined for Jira Service Desk Server  and Refined for Jira Service Desk Cloud  you can customize the Jira Service Desk help center and customer portals by applying your brand and style (using the theme editor), titles, appealing layouts and visual navigation icons (using the layout editor). For Refined Cloud users, it’s also possible to use your own domain, e.g.,

Tip #2: Understand what users are searching for

In order to engage with users, it is important to have an understanding of the content they are searching for. This way you can feed users answers and help them before they take the next step of asking for help. As Atlassian puts it, “help customers help themselves”. For this purpose, Jira Service Desk suggests knowledge base articles matching the search term. Refined extend the search function by suggesting hits from knowledge base articles (connected to more than one space), recommended links and request types. The knowledge base articles can be configured so that the articles open up within the search frame. Jira Service Desk agents can add recommended links from anywhere on the web and in the admin section get analytics on how often these are being clicked. 

Tip #3: Make useful content available

Once you have a good understanding of the content users are frequently searching for, consider adding content as quick links to the Jira Service Desk Help Center and/or Customer Portals. Refined include’s a content layout editor with a collection of content modules to choose from. This gives you the capability to display in one context the content that matters to the users. This could be a quick link to file a ticket, a status announcement, or a list of knowledge base articles which can pop up in frame (rather than switching context). The content modules also includes an HTML module which you can use to implement what you need. 

Tip #4: Tailor the service desk to your users

Users will be more likely to adopt Jira Service Desk and use it effectively if the content is relevant to them. Jira Service Desk provides a clean, clutter free interface from which finding relevant information is straightforward. Refined take this further and provide a clean and branded interface, where content can be displayed for defined users. As an example, this means Astrid from the HR department, when visiting a Service Desk help center, would see a link to the HR service desk, while Rose from IT would see a link to the IT Service Desk. What’s more, with the My Requests content module, Astrid can have her open requests displayed on a customer portal for only her to see. 

As a way of actioning these tips, put yourself in your users shoes and ask yourselves these four questions to optimise a Jira Service Desk to work effectively for all users:

    1. What page am I on? Set the context on a Jira Service Desk.
    2. Am I finding the answers I came for? Understand what users are looking for.
    3. Am I wasting my time on this page? Use a clean interface and display what matters first to the user.
    4. Is this answer helpful to me? Make the answer relevant to the user.

Refined have been making theming and structure apps since 2009. Their theming, navigation and organization expertise extends to Confluence and Jira Service Desk on both Cloud and Server. Watch this space as later this year we will expand our offerings to include Jira. 

Are you a spanish speaker? Our friends from Deiser, a Refined Partner, Atlassian Solution Partner and creator of Marketplace apps, shared this blog in Spanish on their blog site. Find it here.