Customer Service Portal setup

[s-taube]

Today, questions and issues come in via email and form on the site. When the form is used, browser data is automatically captured.

Set up customer service portal in Jira.

• Users should (still) be able to report issues via email that are automatically added to the jira board.
• Users should still be able to report issues on the CL site via a form. These issues should be automatically added to the jira board.
• Users should be able to see the status of their issues in jira without creating a jira account.
• Auto collecting browser data is ideal. If not, ask the user for browser and version.

Widget v Issue Collector:

• Jira's "Issue Collector" allows users to submit issues via a form on our website. It will collect page and browser info if users give permission (check box in form). No login needed.
• Jira's Service Management widget allows anyone (no login) to report an issue without leaving the CL site
• widget is less customizable than issue collector
• issue collector is better if you want issues for multiple apps to live in one place

Test:

• Update workflow in jira
• Add email address that receives contact form requests to Jira
• Fill out the form on cl to see how it shows up in jira
• Fix "mailto" rule to accurately find email address
• Look into API options

[s-taube]

Board in Jira
External form to add ticket
Notes and instructions on Jira set up
Standard Plan seems fine

[s-taube]

Can we update ticket status from email? - Yes, with rules. For example, the FLP staff member would include a particular phrase in the email e.g. "This issue is now completed." (We could create templated emails for this.) Then, following a rule we created in Jira, the ticket would automatically move to the "done" column.

Can we send different auto responses for different request types? - Yes, this is possible with upgraded (not free) plan. So, people who send case removal requests could get a different auto response ("we'll review this within one week") than those who report bugs.

Can we add more details on a customer, like type of user (Power User)? - Yes, we can add new fields to customer details. We can also choose whether that information appears on the ticket itself. That information can be shown or hidden from end users.

@mlissner

[s-taube]

API info:

• REST API for creating customer requests
• And for creating new customers

[mlissner]

Neat. Clarification: Can we add data about the requestor to the initial email and then not show that to the user?

[s-taube]

No, the content of the email will appear in the jira ticket as the "description." This field is always visible to the user.

[mlissner]

OK, that's what I thought. Kind of makes me think we should got into the API. Looks like it's pretty darned simple, and if we did it that way we could avoid the regex stuff, send ourselves whatever metadata we want, while not showing that to users.

That said, it feels like v2 and we should get v1 out the door, particularly since all our devs are totally swamped as it is.

I think that means we need a format for the emails that you like and we can easily tweak the contact form to behave accordingly. Is that a good place to start?