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Problem
ITSM can be costly. With different applications needing manual data entry and updates, agents waste valuable time and money switching back and forth between tools, updating tickets in multiple places. Users are not updated when their incidents are assigned to an agent or being worked on.
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Solution
This automated solution provides a seamless experience for agents and users alike. Agents can work in their tool of choice to acknowledge, assign, and resolve incidents. The experience for the end-user is consistent--their ticket is always up to date in the Jira Service Desk portal.
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Impact
This solution allows agents to focus on resolving incidents quickly and effectively in the tool of their choosing, making for a consistent and superior customer experience. The solution can decrease your MTTR and increase CSAT with a more streamlined way of working.
Incident Management
By
Praecipio Consulting
Assign, acknowledge and resolve tickets anywhere while maintaining a single source of truth.
Request a demoSolution Highlights
- Provides automatic notifications in your collaboration tools whenever an issue is created or updated
- Keeps your issue tracking software and incident response platforms in sync
- Allows management more visibility into the operation of the team
- Updates users when their incident is assigned to an agent or being worked on
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Create Tickets
Incidents can be created from Slack and Microsoft Teams to generate tickets in Jira and PagerDuty
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Link Applications
Issues created in Jira Service Desk will create linked incidents in pagerduty
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Stay Updated
Incident feeds can be generated in collaboration tools
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Sync Up
Incidents assigned, acknowledged, or resolved in Pagerduty will update the issue in Jira Service Desk
Christian Lane
Founding Managing Partner, Praecipio Consulting
“We've leveraged Workato for integrating Salesforce and Jira since 2017. Since then, we have enjoyed clear visibility into our sales funnel which has enabled our delivery teams to plan more effectively and spend more time on strategic activities that drive top-line revenue growth for the company.”
Implementation Plan
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1
Discovery & Research
Discuss best practices from market leaders
Outcome: Prioritized Automation Plan
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2
Collaborative building
Outcome: Working Automation
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3
Testing & business unit training
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4
Go live!
