Getting Started in Happy Desk
Thank you for your interest in Happy Desk for JSM, the tool for anyone using service desk and looking to improve customer satisfaction and streamline their support operations.
You can find the app on the Atlassian Marketplace here (opens in a new tab)!
If you have feedback or questions, reach out to us at support@insightviz.app.
Sections:
Supported languages
- English
- Spanish
- Italian
- German
Security & Privacy
Happy Desk sets itself apart from other comparable analysis apps by prioritizing data security. Unlike other apps in this space, Happy Desk conducts sentiment analysis on customer support tickets without the need for external service calls (such as OpenAI), ensuring that all data remains securely processed within the Atlassian environment. The app is built on Forge, has no external storage and no permissions to make egress network calls.
You can find our responses to Atlassian's Privacy & Security questionnaire here (opens in a new tab).
About Happy Desk
Customer sentiment analysis can significantly enhance incident response for service desks by providing valuable insights into the emotions and opinions of customers. This analysis involves the use of natural language processing to evaluate and understand the sentiment expressed in customer interactions.
Early Detection: One key benefit of sentiment analysis is the early detection of issues. By monitoring customer sentiment, service desks can identify and flag incidents with negative sentiment early on, allowing for proactive resolution. This is especially important in handling negative customers as addressing their concerns promptly can help prevent the escalation of issues, churn or bad reviews.
Service desks should prioritize responses based on sentiment, focusing on high-urgency issues with negative sentiment to ensure swift resolution. Personalized responses to negative sentiment, coupled with empathetic communication, can help in defusing tense situations and turning negative experiences into positive ones.
By handling negative customers promptly and effectively, service desks not only improve customer satisfaction but also reduce the likelihood of customers expressing their dissatisfaction through negative reviews or churn. This proactive approach contributes to a positive overall customer experience and enhances the reputation of the service desk. Moreover, continuous monitoring and analysis of sentiment provide valuable feedback for ongoing service improvement, helping service desks refine their processes and maintain a customer-centric approach.