Introduction
The simple support template is a JIRA application template which is used to organize the support process and the interaction between users and support engineers.
- Users can submit issues either by email or using the JIRA web interface.
- Support engineers are able to request more information and start work on issues
- Users are kept in the loop while the issue is being progressed.
- Once that the support engineer considers the issue completed, the user will be able to confirm the support call has been addressed appropriately.
- There is a final verification step where the support engineer can do some administration if such is required.
- The work flow has been configured such that at every step the appropriate person gets notified.
- Dashboards can be configured to provide an overview of number of open issues, average time in certain state of an issue so that operations of the support department can be monitored.
Simple Support workflow - step by step
Following screenshots give you an example what can be done with this template. We are using a fictuous product called "what's that song" to illustrate how these templates work.
Flow.
This helpdesk solution is based on following workflow (click the thumbnail below to view the complete workflow)
Installation
We provide many options to install these templates:
- Do it yourself.
- We do it for you.
- Get a free install if you buy JIRA at list price through iDalko.
Click here for more information on how to get the support system.
License
The templates are offered free (under a BSD License). They can be modified as necessary by your organization, allowing unlimited redistribution for any purpose as long as its copyright notices and the license's disclaimers of warranty are maintained.
Demo
We are using the same template for our own. You can access it on support.idalko.com