Agents are the unsung heroes of any service team. They’re on the front lines serving customers and they’re spending countless hours in your service desk, making sure SLAs are met and issues are resolved.

We’re excited to announce some powerful new features that will make it easy for any agent to make the most of their time, including an updated agent view designed with efficiency in mind and new integrations with the tools your team already uses.

Here are some highlights of Jira Service Desk Cloud’s newest capabilities.

Boost productivity with upgraded queues and a new issue view

Queues and issues are the heart and soul of your service agents’ interactions with Jira Service Desk. We incorporated your feedback, and agents can now enjoy revamped queues, in-line actions, and a simplified issue view. What’s more, agents can now sort queues with a single click, and star commonly used queues for easy access from search.

Thanks to newly added updates inside queues, your team will be able to focus on the most pressing requests. Agents can now sort issues by breach time and instantly prioritize which to work on next. And with the ability to assign and edit inline, your team can organize requests more effectively and take action more quickly, without ever leaving their queue.

filter issues by breach time
filter issues by breach time

Inside the new issue view, agents will see the relevant information on a more intuitive interface, with a focus on conversations with customers. An always-visible comment bar ensures that customers stay in the loop. And in the new view, consolidated request details minimizes clutter so it’s easy for agents to scan issues for important information.

Customize your service desk with new integrations

We know that no two agents work the same, and every IT team functions in a unique way. So we’re rolling out new integrations that supercharge service desks, allowing teams to work their way, using the channels they know and love.

If your team depends on Slack, use the new Obie app for Jira Service Desk to bring ticketing and knowledge directly into the chat tool. Your employees can ask a question, and Obie will show a relevant knowledge base article, making deflection seamless.

If the customer doesn’t find the information they need, Obie will prompt them to create a ticket, streamlining your team’s workflow and improving SLA times. Agents no longer have to deal with tedious exchanges over Slack or email, and employees now have another convenient channel from which to request help.

For some issues, customers might want to address an agent face-to-face. Humanize customer interactions instead of chatting back and forth over email using the Zoom integration for Jira Service Desk, which allows your agents to schedule, change, and launch a Zoom meeting directly from a ticket.

And because each service team has its own routine when it comes to tools and workflows, the Zapier integration makes it easy to incorporate best-of-breed applications into your agents’ workflow.

Connect Zapier to your instance and access an endless number of automations between Jira Service Desk and the web apps your team cares about, all using a no-code interface. Whether it’s sending emails for each new request or creating issues from Google forms, the automation possibilities are endless for your team. Now, agents can focus on actions that matter, with context switching kept to a minimum.

With these new features and capabilities, we hope we’ve made the lives of agents everywhere a little easier. As we continue to update Jira Service Desk Cloud, we would love to hear your feedback.

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