Jira Service Management

Jira Service Management + Onro

Jira Service Management is the service desk product from Atlassian. If your IT or support team lives in Jira, requests come in there, sit in a queue, and get worked against an SLA timer.

Try timing how long it takes to answer “where is my package” from inside Jira today. Not a hard question. But the agent has to leave Jira, open the dispatcher in another tab, find the customer, read the status, come back, type. Call it half a minute. Half a minute is nothing once. It is a lot when it is the fourth ticket in a row and the SLA clock is red.

That is basically the reason this app exists. The request in Jira already knows who the customer is, the reporter email is sitting right there in the Details box. So the Onro panel just uses it. Open the request, and the panel has already looked up that customer’s recent Onro orders and listed them, newest first. The agent reads the status. Done. No second tab.

Now, where is the panel. Two places. There is an Onro section in the right sidebar, under Details and SLAs, and it collapses if you want it out of the way. There is also an Onro button in the row of actions at the top of the request, and clicking that opens the same panel in the main column, above the Activity feed. Two felt like one too many to me at first. But the sidebar is the one you glance at, and the big one is the one you read an address from. Fine, two.

I could go through every field on the order card but the bullet list further down already does that, so I’ll just tell you how I actually use it. Most of the time the card alone is enough, because the question was “has it shipped” and the card says Ready For Pickup or Finished or whatever it says. When somebody needs more, Details opens the card up and you’ve got the addresses, the recipient, the notes, the money stuff. Track, Label and Receipt are each a click. And there’s Copy details, which I didn’t think much of until I started using it. It copies the whole order as plain text, I paste that into an internal note, and whoever takes the ticket after me doesn’t need to go looking. If the reporter’s email isn’t the one on the order (work address on the order, Gmail on the complaint, you know how it goes) there’s a search box at the top. Type the Onro order code, hit Search, done.

Key Benefits

• Matches the request reporter’s email to their Onro orders automatically, newest first.
• Search any delivery by its Onro order code when the email match isn’t enough.
• Order code, status, type, service and creation time on every card; Details expands to addresses, recipient, notes, COD, price, payment and timestamps.
• Track, Label and Receipt open in one click; Copy details puts a plain-text summary on the clipboard.
• Read only. Agents can view and share delivery information but can’t change status, addresses, drivers or prices from Jira.
• One Support API key connects one Onro account to one Jira site; every agent on the site gets the panel.
• Built on Atlassian Forge: the key is exchanged once over HTTPS for a stored connection, the Jira site id is verified server-side on every lookup, and the app reads only the reporter’s email.
• Setup in a few minutes: install from the Atlassian Marketplace, create a key in the Onro Admin Center (Settings, Integration, Support), paste, Connect.

Best Fit For

• Courier and last-mile delivery companies.
• Logistics and dispatch operations teams.
• E-commerce fulfillment providers.
• On-demand delivery services.
• Businesses handling high volumes of shipments.
• Support and IT service desks working closely with courier operations.