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4 strategies to improve your mean time to resolution using Jira Service Management

Jira Service Management (formerly Jira Service Desk) is great for incident management and helps your teams get your services up and running again. But there’s always room to improve your mean time to resolution (MTTR) to provide even better service to your customers. So what are some strategies to improve your time to resolution when you are using Jira Service Management?

Reduce the amount of Jira tickets created by email

Tickets created by customer requests sent to your service desk email are a great way to get started with Jira Service Management. But they require first-line support to spend time triaging that could be avoided if requests were created directly through the Service Desk portal. By encouraging customers to make requests through your portal, for example by promoting faster issue resolution, you can reduce the number of tickets created by email. Your agents will spend less time doing triage, and more time resolving the request.

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Improve the quality of information you escalate to your software teams

When an incident happens and you need to escalate quickly to your software team, it’s essential to have an efficient process that automatically shares a maximum amount of information from Jira Service Management to the Jira Software project. Improving your MTTR depends on your software team having the critical details from the original ticket, including comments and attachments. And it goes without saying that manually copying everything is not going to save any time.

To automate copying issues, you’ll need the help of an app (although the Automation for Jira included in Jira Cloud can take you part of the way).

Elements Copy & Sync lets you set up automatic issue copy and synchronization. For example, if you want to escalate certain issue types from Jira Service Management to Jira Software, the recipe to copy fields, comments, and attachments could look like this:


Sending all the information from a ticket to the software team can be done with the click of a button or automatically on a workflow transition. If the customer adds a new comment to the original Service Desk ticket, it is automatically copied over like the original ticket details, meaning your software teams always have the most up-to-date information. Elements Copy & Sync is available on Server/DC and set to be released on Jira Cloud very soon.

Maximize your knowledge base through canned emails

An extensive knowledge base helps users find help before even creating a ticket, and also helps support agents provide resources if the user does raise a request. If you are using Jira Service Management on Server/Data Center you can even create canned responses with links to your knowledge base articles for your most common requests. Go further with some JQL and the app Email this issue (JETI) to generate an email with a Confluence link to help users solve their problem. By automating the responses to common requests, agents can focus on incident management and improving the MTTR.

Create master tickets for major incidents

Incident tickets that are really associated with an outage, but aren’t systematically connected, become a distraction and tend to inflate an MTTR score. Multiple tickets that are in essence duplicates can be linked to a master ticket to improve visibility in the Service Desk queue and help focus efforts on the problem. The result will be a reduced time to resolution. If you are using Jira Server or Data Center, Elements Copy & Sync Data Panels streamline the process of linking incidents with a master ticket as well as the related development tasks for the software team.


You can follow the tutorial here to set up Elements Copy & Sync Data Panels to link incidents with a master ticket.

Improve your mean time to resolution and customer satisfaction

Incidents happen, but the key to maintaining customer satisfaction is knowing how to handle them efficiently. It all comes down to improving communication with your customers and internal team. By reducing manual and repetitive tasks, you’ll improve the mean time to resolve tickets in Jira Service Management as well as improve customer satisfaction. With a mix of out-of-the-box features and some apps, you’ll be on your way to better mean time to resolution.

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