Screenshot of support portal

Customer service management template

Deliver exceptional customer experiences, fast.

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BEST FOR

  • External customer support teams

KEY FEATURES

  • Request types

  • Customer portal

  • Queues

  • Developer escalations

  • Customer context

Screenshot of support portal

What is a customer service management template?

The customer service management template is best suited for teams needing a branded support experience for external customers. This template is designed to deliver great service experiences by helping your external customers or business partners quickly get the help they need.

What does the customer service management template include?

Capture relevant customer information

Use editable request types for common external support issues or create your own that are specific to your team’s external support services.

How to get started with the customer service management template

The easiest way for service teams to set SLAs, answer customer questions, prioritize requests, and collect feedback.

  1. 1

    Set up your help center and portal

    The help center is where customers can submit requests and access your self-service knowledge base. Customize the welcome message, announcements, and layout. Learn more.

  2. 2

    Customize your request types

    Help customers and agents by using tailored request types, or even creating your own. Learn more.

  3. 3

    Organize your queues

    Align your queue with the way your teams triage and address customer requests. Learn more.

  4. 4

    Add agents

    It’s time to get the party started! Add agents to your service project team. Learn more.

  • Branded portal

    Create a seamless experience for customers with a branded, intuitive portal.

  • Optimized queue

    Bring together requests from different channels, such as email, chat tools, and more. Triage and track incoming requests with ease.

  • Goal-oriented SLAs

    Use SLAs to measure service experience. Filter deadlines by elapsed time or request categories. Use automated alerts to prevent breaches.

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Manage requests for maintenance, moving, and event planning.

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Related resources

GUIDE

Service management for customer support teams

Tips and tricks to get started with service management for customer support teams.

Learn More

GUIDE

How to manage your customers and organization

Dive into customer service management and explore how you can manage detailed information about your customers and the organizations they’re a part of.

Learn More

CUSTOMER STORY

Iress Customer Case Story

Learn how Iress used Jira Service Management to improve performance, stability, and satisfaction for both external customers and internal employees.

Learn More

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