This EAP is for the integration of Atlassian Statuspage into Support and Chat. The integration lets agents view their Statuspage incidents through an app in Support and Chat, so they can keep up-to-date on any service incidents or degradation, and can quickly provide customer support.
When your agents are viewing tickets in Support or responding to customers in Chat, they can see when new incidents occur or maintenance is underway. They can also obtain more details of incidents, making them more aware of any service disruptions that may impact your customers.
How does the integration work?
The integration is made up of three components, which can be installed in both Support and Chat:
- A top bar app in Support and Chat for incident notifications.
- A sidebar app in Support to view and share Statuspage incidents to tickets.
- A sidebar app in Chat to view and share Statuspage incidents via Chat.
Top bar app for incident notifications in Support and Chat
Once you integrate Statuspage with Support, you’ll see a Statuspage icon in the top right navigation bar of your Support workspace. When an active incident or scheduled maintenance is posted to your Statuspage, it is indicated with a badge displaying the number of open incidents/maintenances.
Support agents can click on this icon for more details about the incident, and have the option to navigate to the overall status page or the specific incident posting.
Sidebar app to view and share Statuspage incidents in Support
Support agents can also easily drill down into incidents/service degradation by viewing the Statuspage app in the sidebar. This also allows agents to post current status information into a ticket comment by clicking Add to comment in the side bar app.
Sidebar app to view and share Statuspage incidents in Chat
When you use Chat to communicate with customers, you can also redirect the current status directly to your Chat widget by clicking Add to chat in the side bar app. Customers can go to the status page to get more information and subscribe to updates to keep informed through to incident resolution.
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