Project description
Remote work on the Internet. You need to configure the purchased cloud system Jira Service Management for work and interaction of 2 support lines:
The 1st line receives and primarily processes customer questions, if it is impossible to solve it yourself - requests a consultation, the 2nd line gives a consultation, the 1st line continues to communicate with the client.
Below is a brief description of the vision of this process. If there are proposals to simplify the system, everything is discussed. This is a minimum plan, in case of coincidence of interests, there is a possibility of expanding the budget for additional fine-tuning.
Procedure for handling the request:
1. A letter arrives at the mailbox
2. From it, a task is created in the technical support project (TP) in the queue of “New”
3. When assigning a task to the performer, the task changes the type of task, and it falls into a separate queue for this performer. Or it changes another property of the task so that you can divide the tasks in queues.
A. Therefore, each type of task should correspond to its own group of users. There will be 3 types of tasks, 3 groups of performer, 3 stages (+1 stage "new")
4. The contractor can answer the applicant on the task, solve the problem, request advice from a higher expert, mark as spam, etc. These are all different statuses of the task.
A. When requesting a consultation, the status of the task changes (it falls into the “sink” waiting for consultations), a related (subsidiary) task is created with the text of the question in another project,
B. The expert sees the new problem and writes the answer to the solution.
C. Automatically, after the decision of the consultation, the status of the parental task changes, it returns to work.
Therefore, 3 automations are required:
1. Automatic change of task type/properties to divide them into queues.
2. Automatically create a child task after setting the parent task to the desired status
3. Automatic return of task status (return to work) after the closure of the child task.
The 1st line receives and primarily processes customer questions, if it is impossible to solve it yourself - requests a consultation, the 2nd line gives a consultation, the 1st line continues to communicate with the client.
Below is a brief description of the vision of this process. If there are proposals to simplify the system, everything is discussed. This is a minimum plan, in case of coincidence of interests, there is a possibility of expanding the budget for additional fine-tuning.
Procedure for handling the request:
1. A letter arrives at the mailbox
2. From it, a task is created in the technical support project (TP) in the queue of “New”
3. When assigning a task to the performer, the task changes the type of task, and it falls into a separate queue for this performer. Or it changes another property of the task so that you can divide the tasks in queues.
A. Therefore, each type of task should correspond to its own group of users. There will be 3 types of tasks, 3 groups of performer, 3 stages (+1 stage "new")
4. The contractor can answer the applicant on the task, solve the problem, request advice from a higher expert, mark as spam, etc. These are all different statuses of the task.
A. When requesting a consultation, the status of the task changes (it falls into the “sink” waiting for consultations), a related (subsidiary) task is created with the text of the question in another project,
B. The expert sees the new problem and writes the answer to the solution.
C. Automatically, after the decision of the consultation, the status of the parental task changes, it returns to work.
Therefore, 3 automations are required:
1. Automatic change of task type/properties to divide them into queues.
2. Automatically create a child task after setting the parent task to the desired status
3. Automatic return of task status (return to work) after the closure of the child task.
Administration Bank transfer, E-money
Attached files
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