Setup your support site using the Simple Support Template

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.