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Jo Filbin

Joined Apr 15, 2021

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Last activity Oct 16, 2021

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Latest activity by Jo Filbin

Jo Filbin commented,

CommentJira integration

Our tech team use Jira, but not Zendesk. Our Customer Service team use Zendesk, but not Jira. We installed the Jira app on Zendesk in the hope it would provide an efficient interface between the two. Unfortunately it has not, and here is the reason why - there is no efficient way of the two teams communicating to eachother in a dialogue. 

Here is an illustrative example - the CS team raise a ticket for a technical glitch. They create a Jira issue via the Jira app. Great. Should the tech team need to know more, they post on the Jira issue. This comes up on the "eye" screen on Zendesk. Great. But then how does the CS team respond? At present they respond via an internal note, which does not appear on the "eye" screen, as the next comment in a logical flow.

Where can my team see the flow of the conversation, if a few emails back and forth between Tech and CS are required to diagnose and fix the issue? Nowhere.

There is also no single place where a comprehensive "chat" can be referred back to in future, if we ever need to refer back to the ticket. The functionality doesn't really make sense. In order to re-read through an issue, or even brief oneself as it is being resolved in real time, one must read one comment on the eye screen, then dig around for the internal comment response, then switch back to the eye screen, then go away and dig around for another internal comment..... It's hugely inefficient.

What is also very disappointing is that we have to pay for the privilege by way of an additional seat, just for the Jira integration. We are a startup and can't afford to be wasting money, especially for something that doesn't work optimally.

Please can you make the eye screen commentable for the Zendesk user. This would enable us to see in one place what the conversation flow is, between the Jira and Zendesk users

View comment · Posted Mar 10, 2021 · Jo Filbin

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