Stay Tuned
You want to find the right answers, fast.
You want to find the right answers, fast.
In today’s fast-moving business environment, many customers prefer to find solutions on their own before contacting support. Research from Harvard Business Review shows that 81% of customers try to resolve issues independently first. This shift highlights the value of self-service tools, which provide multiple advantages:
Always Available: Customers can access needed information anytime - even outside business hours or during holidays.
Faster Resolution: Self-service reduces queues and allows agents to focus on complex cases that require their attention.
Higher Satisfaction: Users feel empowered when they can solve simple problems without waiting for support.
Take Sarah, a service desk agent at a mid-sized tech company. She spends a large part of her day preparing detailed reports on ticket volumes, issue types, resolved vs. unresolved tickets, and SLAs. These reports are required daily, weekly, and monthly.
The current process is time-consuming and prone to confusion: emails with report attachments get lost, multiple versions circulate, and it’s hard to guarantee everyone sees the latest data. This not only increases the risk of errors but also consumes valuable time that could be spent on higher-priority tasks.
Sarah’s team uses Jira Service Management, and by adding Advanced Portal Reports, they transformed their portal into a self-service reporting hub. Portal users can now generate reports themselves, giving agents more time for meaningful work and ensuring users always see current data.
Customizable Reports: Portal users can create reports based on status, priority, labels, components, issue types, and more, directly from the JSM portal.
Easy Export: Reports can be exported to Excel with a single click for further analysis.
Time Savings: Users can access the information they need instantly, reducing repetitive work for agents.
APR helps service desk teams operate more efficiently while giving portal users a smooth self-service experience. Agents no longer spend hours manually generating reports, and users have the data they need at their fingertips.
With self-service now an expectation, it’s vital to provide tools that let customers help themselves. By enabling JSM portal users to create their own reports, access live data, and minimize back-and-forth communication, teams can boost productivity and satisfaction simultaneously.
Discover how Advanced Portal Reports can make your Jira Service Management portal more efficient and user-friendly. Start giving your users the power of self-service today.
