This blog post shows how to use draw.io if you are only using Jira.
If you are using both Jira AND Confluence, and do much of your project strategy mapping and setup in Confluence, then we recommend you try our draw.io app for Confluence. This will enable you to benefit from additional features Jira doesn’t support, such as revision history and collaborative editing in Confluence, as well as our whiteboard editor.
If you want to use draw.io in Jira and Confluence, you can also embed diagrams in Jira that were created in Confluence. To do this, you will need to set up app linking between Confluence and Jira.
A quick recap
We’ve followed our fictional Sketch Team as they kickstarted their AI-driven emote project, visualized their project structures, and ran a Sprint retrospective, all with the help of Jira and draw.io.
The team’s emote feature has now been shipped and is available to users of their streaming platform. They can see the fruits of their labor, and feel deep pride in the work they’ve produced.
But their journey doesn’t end there. As with any Agile project there are continuous updates and releases, integrating the feedback directly from users of their streaming platform.
Keep everything tickety-boo
Their users naturally have questions and comments on the new emote feature release. This feedback is arriving as tickets in the Sketch Team’s Jira Service Management (JSM). While supporting users, the engineers notice very similar themes are starting to emerge. In response, they begin to group user tickets using labels, such as Graphic/Visual, Functionality/Performance, and so on.
Using these labels, they create flowcharts outlining how they will support users based on the group type. These flowcharts can be saved in Confluence, OneDrive, GoogleDrive, or to their local hard drive.
The saved diagrams can easily be embedded in a specific Jira support ticket for the engineer to consult in real time, using it as a checklist to make sure they’ve considered common problem scenarios first.
To embed the diagram in a Jira ticket, just click the three dots […] and select Embed draw.io diagram.
Putting users at the heart of the experience
The foundation of supporting users lies in delivering consistent, high-quality answers to their questions in a scalable way. Labeling tickets allows the Sketch Team to see where most of the teething issues lie with their newly-released feature. What’s more, the team can create email templates and text snippets to ensure consistency in responding to similar issues. These labels can also inform other parts of their operations, like creating categories for their internal knowledge base articles. Ultimately, these efforts will increase efficiency, and save the team (and their users) time.
As the team refines their user responses, their operational approach becomes more sophisticated. Through multiple support engineers responding to queries, they quickly learn that having processes with set guidance in place is crucial, so everyone is managing tickets in the same way. More generally, visualizing helps the team to build a picture of where their bottlenecks and pain points are. It can also help with streamlining their processes as a whole by bringing attention to any redundant or obsolete steps.
Visualizing support processes with Smart Templates
Now, the team wants a quick and clear way to visualize their various support processes. Not only will this help current engineers develop a consistent approach to ticket management, it will also serve to onboard new engineers they will recruit as their streaming platform continues to grow.
To save time, the engineers can use Smart Templates to generate flowcharts according to their requirements.
The custom diagram below shows the process for Plugins/Extensions support requests. Depending on the issue type and complexity, a customer agent can first work with the user to try the suggestions outlined in the flowchart. If they aren’t able to resolve the issue, the agent can escalate the ticket accordingly.
Further draw.io use cases for JSM could include:
- A flowchart showing the user support process from start to finish. This could have explanations of each ticket stage and what tasks the engineer needs to complete before moving the ticket to the next stage.
- Brainstorming ideas for a new user request form. Here, the colleague proposing the new form can visualize which fields are required, and which are visible/hidden for users. They can then share this with their team so everyone is aligned on which fields they want to keep, before creating the form in JSM.
- A high-level overview of Service Level Agreements (SLAs). For example, the team might have an SLA target to respond to customer queries within 24 hours, or to close tickets within five days of them being open. This could be presented in an easily-digestible visual format for stakeholders across the company.
Auf Wiedersehen, Sketch!
Over time, the engineers successfully develop a robust system to support their users, becoming quicker and more efficient in categorizing and handling tickets and feedback.
As our journey with the Sketch Team draws to an end, you’re invited to continue your own story for your team. Discover more about about using draw.io for Jira and Agile methods in the following articles:
Want to dive deeper into the world of draw.io? Access our linktr.ee page to follow us on social media and learn how others use draw.io, as well as pick up some helpful tips and tricks.
Not using draw.io yet? Convince yourself and start your free 30-day trial today. Or book a free no-obligation demo with our customer success team to learn more about how draw.io can make life easier and more productive for you and everyone in (and outside of) your company!
Happy diagramming!
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More InformationLast Updated on July 12, 2023 by Admin