In the last year, one the biggest concern has been managing support requests to the team. Support Portals are our way to give our clients more flexibility and traceability for their requests.
What is a Support Portal?
For the last year, we’ve provided customers with included on-demand support for their everyday needs. For this, we’ve been using Slack Connect to implement an easy way to communicate with our team. This was great, but it took a lot of work to track the important issues. With the addition of the Support Portals (power by Atlassian’s Jira Service Management system), we’ve added a fast, easy and secure way to track everyday requests and incidents. We’ll of course continue to have our Slack integrations, but this will provide a more adequate way to track these down.
Here’s an example of a Support Portal for the company ACME.
And for example, for investigating a problem, this would look something like this:
Making it easy to create issues for the team to resolve, investigate o simply ask schedule a meeting with an engineer from our team.