Personalization of your Jira Service Desk for Customers and Employees

Jira Service Management Personalization


You put lots of effort into communication with your customers and try every day to improve your customer service and the customer experience. Along with a professional team, a website, and active social media profiles, goes a modern ITSM tool such as Jira Service Management for your employees and customers. Still, many enterprises make the mistake of defaulting to generic layouts and not fully exploiting the potential. 

But here is precisely where the wheat is separated from the chaff. That is why a personalized Jira Service Management tailored to your customers and employees is a tool that you should not ignore. 

In the end, you’d want to leave an outstanding impression by the very first visit or problem. Right “out of the box”, Jira Service Management offers some native customization possibilities which you absolutely should use. Besides the integrated functions, you can also link your Jira Service Management to a Confluence Wiki and, as an example, extend it and further personalize it with Scroll Viewport. 

Use Case - DAV Jira Service Management with Scroll Viewport

Personalization Jira Service Management

4 essential adjustments to Jira Service Management

1. Adjustment and personalization of the User Interface

Atlassian already integrated some new features for personalizing your customer portal and help center with Jira Service Management Version 4.1. From this version you have the option of adapting the user interface according to your wishes and, for example, adapting it to your corporate identity / design. In this way you ensure that your brand or visual identity is also visible here.

With Service Management Version 4.2, access to the source code was also given. This allows you to personalize your service management even further and adapt it to your needs. However, it must be mentioned at this point that this is not possible without extensive developer knowledge. 

Do you need support in adapting your Jira Service Management customer portal? We would be happy to advise you on all questions relating to service management. Find out more here.

Adaptation of Jira Service Management with the help of plugins

Before you start now and commission your developers to fully adapt the service management, you can first use plugins. 

A plugin with which you can adapt your Jira Service Management instance is“Refined for Jira - Sites and Themes”.This allows you to create appealing support and project management pages with personalized themes, layout and navigation. In addition, the system learns and shows your users pages that are tailored to them. 

Personalization Jira Service Management

Another plugin that allows you to personalize the interface is“Theme Extension for Jira Service Management”.This comes with the function of using preset themes and displaying your content in the form of maps, making information even more accessible to your users. 

2. Set up customer-specific inquiries

The help center is usually one of the first touchpoints that your customers or employees touch in the support process. As a rule, they can then choose from several portals and request types, which is often overwhelming. No matter what question or problem there is, your users should always be able to find the right contact point on your site.

You can create recurring requests in the project settings of your Jira Service Management. It is best to use important keywords or phrases (keyphrases) that best describe the problem your users are facing. For example, you can use the keyword ‘Hardware Issue’ for problems with laptops, printers or other technical office equipment. However, make sure that you always use the language of your users in order to avoid confusion in the topics. 

Also note that ‘Request Type’ and ‘Issue Type’ are not the same. Problems in hardware or software can be different types of inquiries for the user, but are assigned as one issue in your support system.

3. Add custom fields to the request form

Out of the box, only the summary, description and attachment fields are available in the request form in Jira Service Management. But this is often not enough to either describe the problem correctly or to classify it correctly. In addition, the standard terms in Jira are not known to everyone and should therefore be changed in any case.

Jira Service Management offers you the opportunity to set up individual and personalized request types and tailor them to your users. Furthermore, you can also give certain issues a fixed priority or always assign them to the same support employee. 

To be able to create custom requests, you first need to create custom fields that you can then add to the request types. You are spoiled for choice and can add text fields, checkboxes, date pickers, lists or even payment methods.

Source: K15t

4. Linking a knowledge database with Confluence and Scroll Viewport

Your support and service team may not want to answer the same questions over and over again. That is why it often makes sense to expand modern ITSM platforms such as Jira Service Management with a self-service. For example, you can link your Jira to a knowledge database such as Confluence and provide your users with articles with which they can take their problems into their own hands. 

Jira Service Management comes with a standard search function that allows your users to search through the database. Therefore, it makes sense to store answers to frequent customer questions directly in Confluence. 

A tool that links your help center with artificial intelligence and your Confluence pages is Scroll ViewportThis allows your team to continuously improve your help center and expand it with new self-service articles without having to leave the platforms you are using. The ingenious thing about Scroll Viewport is that you can equip your help center with an individual link (custom domain). So your users still have the feeling of being in the vicinity of your company. 

A personalized Jira Service Management makes your users happy

Personalization and customization are essential steps that you should definitely consider when using Jira Service Management. However, the standard settings are often not enough to give your users the flexibility they need to describe their problems or assign them correctly internally. With plugins, themes and individual settings, you can configure your Jira Service Management according to your wishes and requirements. In this way you also ensure that both your employees and customers are satisfied, always find the right information and you can always improve your customer service.

Do you need support in adapting your Jira Service Management customer portal? We would be happy to advise you on all questions relating to service management. Find out more here..

Would you like to learn more about the possibilities of Jira Service Management and Confluence as a knowledgebase? In our use case, we show you how you can use Jira Service Management, Confluence and Scroll Viewport to create a dynamic service desk for an association with 1.3 Million members. have built.

To the Use Case - DAV Jira Service Management with Scroll Viewport

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