Each service project has its own request types, queues and rules. Outcomer shows agents each step on their own screen, from your procedures, so they get it right first time.
Book a 10-minute demoAfter the demo, we’ll set up your department free of charge. A small trial confirms it’s accurate, then a larger trial measures the drop in support queries.
We check every step works before your staff see it.
Outcomer isn’t a library of ready-made Jira Service Management guides. We build your guides from your own procedures, on your own Jira Service Management set-up, and test each one before your staff use it.
Your service-desk agents get the answer on screen, in Jira Service Management and the systems around it, instead of interrupting a colleague or raising a ticket.
Agent onboarding covers the basics once. Outcomer answers the questions that come up afterwards, on screen in Jira Service Management, using your own procedures.
General answers for the standard product. Your own set-up may differ, and that’s what Outcomer follows.
A reply shared with the customer notifies them and appears in their portal. An internal note isn't shown to the customer and they aren't notified, but your team and watchers can see it. Check which one is selected before you send. Labels differ slightly between cloud and Data Center.
Replying to customers needs a Jira Service Management agent licence. Without one, even with permission to comment, you only get the internal option. Ask your Jira admin to check your access.
If the person replying also has a Jira licence, the standard Jira mail handler can treat them as a collaborator and add the reply as internal. Atlassian says this works as designed. Your admin can fix it by sending notifications from the service project's own email address.
On the request in the portal, the customer selects Share to add people as request participants. Who they can add depends on the project's customer sharing settings, for example only people in their own organization. If that person can't be added, the portal shows an error.
Customers only see requests they raised, were added to as a participant, were shared with their organization, or are approving. Requests created without a request type don't appear in the portal. Adding the customer as a request participant often fixes it; other causes need your admin.
They may have removed the columns from their view. In the portal they select their account, then My Requests, then use the menu to choose Manage Columns and add back fields such as Summary and Status.
A ticking clock means the SLA is running and a pause icon means it is paused, for example outside working hours. Orange means under 30 minutes left; red means it is about to breach or has breached. A negative time shows how far past the goal it is. Pause rules and working hours are set by your admin.
If your service project has a linked knowledge base, search the related knowledge base articles section of the request and share an article with the customer. Articles the customer can't view are marked with a red padlock. You can also create a new article from the request.
If your service-desk agents ask questions like these every week, Outcomer answers them on their own screen, using your own Jira Service Management set-up and procedures.
See which Jira Service Management tasks staff ask about most, which procedure answered each question, and whether it was finished or passed to your support desk. Your IT team can export it at any time.
Outcomer never reads, uses or keeps the data in your systems. It finds each box and button by its label, never what’s typed in it, takes no screenshots, and works from your procedures, not your records.