Guide Jira Service Desk customers through the ticket creation process
Manually filling endless forms is frustrating for end-users and error prone. With Elements Connect, you can turn text fields into select-lists with options coming straight from your CMDB. Jira Service Desk customers then only have to select the relevant options, describe their request and it takes them seconds to create qualified tickets.
Help Jira Service Desk agents identify important information at a glance
Customize how Elements Connect display data from your CMDB with HTML. Make important data stand out so Jira Service Desk agents can act quickly and confidently on requests. You can also configure custom queues based on data from your CMDB using Elements Connect to help agents prioritise their work.
Choose which data from your CMDB is visible by customers or by agents only
Let Jira Service Desk agents access extra details about assets from your CMDB from the Jira Service Desk ticket. Elements Connect for Jira Cloud allows project admins to choose which data they want to display on the customer portal, and which shouldn’t clutter the end-user interface but is necessary for agents to handle the requests efficiently. For instance, you can display the serial number and support phone number of an asset on the agent view, while only showing the asset name and location on the customer portal.