Is your customer support team using Jira for bugs? They deserve better

If customer retention is crucial for the survival of B2B software companies, why do the majority of companies limit their customer support teams with inadequate processes and tools?

Jira Software is used by product and engineering teams around the world to plan, track, and manage agile software development projects. As one of the first tools used by software companies, Jira quickly becomes 'sticky' and embedded in company processes.

When companies begin to scale though and invest in revenue retention, support teams are built and often forced into established product and engineering focused processes. The majority of support team members reluctantly inherit Jira as a system to triage, report and track customer issues. Jira is not designed for this purpose or customer support teams. Using Jira limits a support team's ability to quickly resolve customer issues and creates unscalable support processes.

There are three key reasons why customer support teams shouldn't use Jira.

Manually transferring data to Jira increases ticket resolution times

‍Currently support teams have to leave their preferred tools to manually create Jira tickets and transfer data from support tools into Jira. This manual process is unscalable, time consuming and forces support teams to inefficiently work across multiple tools. Many‍

Inadequate Jira search increases response time and duplication

‍When support teams want to determine if a newly reported issue relates to a previously reported issue, they have to search through large backlogs to find similar tickets. Jira search is widely recognised as slow and inadequate for finding related tickets, making it very hard for support teams to find previously identified fixes, link tickets together and avoid duplication.‍

Poor issue linking hides accurate issue volume

‍When a previously reported issue is raised again in a new customer report, Jira offers no simple way for support teams to clearly link these two issues together. Right now, common ways to count the volume of related issues are with comments on one Jira ticket or with a manual count field that needs to be updated each time a related report is received. These hacks are time consuming and often forgotten, leaving support teams unable to clearly record the volume of related issues being reported and making it hard to accurately prioritise issues based on the number of customers impacted.

The Intalayer Solution

Stay in your preferred tools

Intalayer seamlessly integrates with external support systems such as Intercom, Zendesk and Salesforce enabling customer support teams to effortlessly triage, report and track customer issues directly from their tool of choice. Through an additional integration with Jira, Intalayer then automatically transfers ticket data to product teams. Support teams will never have to manually create tickets in Jira, transfer data to Jira or leave their preferred tools.

Match tickets automatically

Intalayer automatically pulls issue data from external support systems such as Intercom and Zendesk as well as CRM, troubleshooting and product analytics tools. By applying matching algorithms to all newly reported customer issues, Intalayer then determines if related bugs have been reported before. With Intalayer support teams can immediately match related tickets, find previously identified fixes and link tickets together to clearly record related issue volume and avoid duplication.

Accurate issue volumes are also crucial to Intalayer’s triage tool that assesses issue volume, customer value and impact data to provide consistent, accurate priority scores for all issues - automatically prioritising issue backlogs.

Update linked issues easily

Intalayer saves support team time as once one issue is marked as done, all linked issues are also updated. Through Intalayer integrations, Jira updates trigger notifications in external support systems, saving support team time on manual follow ups and status tracking and making it easy to communicate issue resolution to customers.

Find out more about Intalayer

Intalayer helps customer support and product teams to reduce time spent on bug management by enabling faster, data led prioritisation decisions and easy data transfer across teams and tools.

With extensive integrations and automation of manual support processes, Intalayer ensures engineering teams quickly resolve the highest impact bugs, helping to scale great customer experiences, reduce operating expense and boost retention.

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