A simpler way to review support work

Review support tickets without the spreadsheet.

Name: Accord Quality Operations for Jira Service Management
Author: Accord

If your support team handles customer questions in Jira Service Management, Accord helps you choose completed tickets, send them to reviewers, and keep the feedback in one place.

Get launch updates See what it looks like

Accord review screen showing a completed support ticket beside the review questions — A reviewer sees the ticket details and review form together. Example data shown.

01 / Why it matters

Every round of reviews starts with the same busywork.

Find completed tickets. Make sure everyone is represented. Paste links into a spreadsheet. Find someone to review them. Then do it all again next month.

Without Accord

01Search for completed tickets
02Decide which ones to review
03Send links to each reviewer
04Calculate the results by hand

With Accord

01Choose how often reviews happen
02Let Accord pick a fair set of tickets
03Give each reviewer a clear to-do list
04See the results build over time

02 / How it works

Everything you need to run regular quality reviews.

Accord organizes the process. Your team decides what good support looks like.

Create a review plan

Choose which completed tickets count, how often reviews happen, how many to review, who reviews them, and what questions they answer.

Set it up once

Choose tickets fairly

Accord spreads reviews across the support team and chooses tickets consistently, so the selection is not based on whoever happens to pick.

A balanced selection

Give reviewers one place to work

Each reviewer gets a list of tickets. They open one, read it in Jira, answer the review questions, and save or submit their feedback.

Reviews completed by people

See patterns over time

Completed reviews feed a dashboard, showing changes in quality, common strengths or gaps, and work still waiting to be finished.

No report building

03 / What you learn

Know what is improving—and where the team needs help.

See average scores, unfinished reviews, overdue work, and the questions that cause the most trouble. The goal is better support, not ranking employees.

See the full workflow

Accord dashboard showing average score, completed reviews, unfinished work, and quality over time

04 / What you can expect

Built to support people, not watch them.

People make the call

Accord does not use AI to judge support team members. Reviews are completed by people using questions and standards your team chooses.

Customer conversations stay in Jira

Accord shows ticket information from Jira while the reviewer is working. It does not send customer conversations to outside services.

Draft feedback stays private

Reviewers can save their work before submitting it. The person whose ticket was reviewed only sees the feedback after it is finished.

Built independently

If your team reviews support tickets, I’m building Accord to make that work easier.

Accord is an independent app preparing for its first Atlassian Marketplace release. If your team uses spreadsheets, shared documents, or messages to manage reviews, I’d love to hear what slows you down.

Share your review process Contact & support