Getting started: Use cases

With Microsoft 365 for Jira, you can take advantage of preconfigured features and their settings tailored to a variety of use cases. We have identified and established a variety of use cases where our app best aligns with your expectations and meets the requirements of your daily work.

Each use case is tailored to a specific workflow, offering a clear and consistent overview of the essential steps needed to get started quickly.

However, if you have a specific vision for how to implement Microsoft 365 for Jira within your organization, you also have the flexibility to activate and configure features from scratch via “Start with a feature”.

Set up your use case

To show the power of Microsoft 365 for Jira, we offer a use case library with a simple setup UI. A common use case is using Microsoft 365 with Jira Service Management (JSM) for internal ticketing. Internal ticketing is one example as many teams use it to manage support efficiently with JSM and Microsoft.

Each of our use case is structured in phases. At every phase, you can choose which features and settings you wish to integrate in order to streamline your overall (business) process in that area. For internal ticketing these are the following:

While the phases may differ across use cases, they provide a clear framework to guide you through a structured and efficient setup process.

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Phase 1

Raise support requests

An efficient internal ticketing management requires that customers can raise tickets easily and that agents can handle them seamlessly, while providing and maintaining a high level of transparency in information sharing, tracking and documentation.

When configuring the first phase of this use case, you can bring your service portal to where your users are already working: Microsoft Teams. Make it easy for them to submit requests right where they work / collaborate and provide for a structured service process.

Phase 2

Customer-facing communication

When configuring the second phase of the use case, you can define how the customer <> agent communication can be set-up in the most effective way possible.

As soon as the ticket was raised via Microsoft Teams (or Outlook), agents can chat with ticket reporters directly in the Jira request using Microsoft Teams, keeping communication clear, efficient, and connected to the request. Agents can schedule meetings with customers from the ticket to support follow-up and planning or they can send out Microsoft bookings links.

Phase 3

Support team communication

When configuring the third phase of the use case, you can define how your team can internally improve their communication and overall ticket management.

Agents can use Microsoft Teams to discuss and exchange on current requests via internal chats or they can triage them via channel conversations. Knowledge sharing and mutual support is essential to provide a high level or customer service and support.

Email updates to stakeholders helps to keep everyone informed during the support process. And using Outlook calendars right in Jira allows agents to easily access relevant dates (Outlook, Teams and Jira) for better organization and planning.

Background information

Based on our use case strategy, we have identified several key benefits of integrating Jira and Microsoft that serve as the foundation of our setup process and configuration options:

• Streamlined ticketing: Customers can easily raise support requests directly from Microsoft Teams or Outlook, minimizing the need to switch between applications.

• Faster time-to-resolution: The integration allows customers to chat with support agents directly within the JSM request, facilitating clearer and more efficient communication, which leads to quicker resolutions.

• Customer satisfaction: By embedding the Jira Service Management customer portal in Teams, employees can submit requests and chat with agents without leaving their primary workspace, making the process more user-friendly and efficient.