Is your JSD portal customer friendly? The answer probably depends on how many fields there are on your portal screen. Atlassian is committed to trying to create a good user experience, as indicated by the functionality of the transition to the help center. However, the limitations of the screen layout in Jira Service Desk can result in frustrating and intimidating request forms.
Users don’t like having to scroll down a seemingly endless page in order to fill out all of those mandatory fields. Being confronted with a huge list of fields is at best discouraging and at worst confusing. And confused users are more likely to submit incorrect data.
Too many fields can become a deterrent to moving processes into Jira, especially complex, data-heavy process (the very ones that need to be in Jira). But if you don’t include those fields, how can you be assured of getting the information you need? You have to rely on the user to remember (or guess) what information needs to be included with their request. Omissions of important data results in wasted time, for both the customer and the agent, as they go back and forth to get all of the right information.
The ProForma Solutions
The good news is that there is a way to get all of the detailed information you need and still provide a good user experience. All you need to do is convert that laundry list of fields into user-friendly forms. Using ProForma to create forms and publish them to the Jira Service Desk portal allows you to:
- Organize fields into logical sections making it easier for both customers and agents to navigate.
- Dynamically show or hide form sections so users don’t have to scroll through fields that aren’t relevant to their request.
- Edit fields so updated information appears on the request, not buried in a comment chain.
- Avoid endless scrolling by dividing different functions onto different forms. ProForma lets you include multiple forms on a single JSD request.
How It Works
ProForma lets teams create their own forms, allowing them to prompt for precisely the information they need in order to fulfill a given request. Once created, forms can be linked to a Jira Service Desk request type. This means that when a user clicks on that request type, instead of seeing a generic JSD request screen (summary and description) or an endless list of fields, their screen shows them the form the service team designed for this request type.
After the user clicks Submit, the form becomes embedded in the Jira issue. If the request includes multiple forms users and agents can easily toggle between forms to view exactly the information they need.
Agents can include additional forms on the issue for the service team’s internal use. Any form can be set as internal (only visible on the issue) or external (accessible on the issue and the portal) and agents can change a form from internal to external, or vise versa, at any time. This can be a great way to easily share detailed information between agents and their customers.
Easier Jira Administration
Thus the service team gets all of the data they need and the user is spared from “field overload”. But there’s another advantage to using ProForma. You don’t need to be a Jira Administrator to create ProForma forms. Forms can be built by anyone with Administer Project permissions. This puts responsibility for data collection in the hands of the teams who use the data. They decide what to ask and how the data should be structured. They can even use field-level validation to build their business rules into the request form.
Along with making your JSD portal more user-friendly, moving all of those fields onto a ProForma form reduces the need for custom fields. This not only eases the admin burden, it can improve Jira performance.