Jira Service Management
Why smart sales and marketing teams celebrate uptime
Past performance is not indicative of future results. You’ve probably heard this phrase. It’s a slice of legal disclaimer jargon that wiggled it’s way into our culture. Anyone who’s heard a bank commercial knows it. It’s gone from tiny lawyer print to bona fide figure of speech. It’s good advice, though. And it’s advice people […]
4 ways to answer any customer support question
This is a guest blog post by Atlassian Marketplace vendor, StepShot. What’s your biggest challenge in your job as a customer support agent? Let us take a wild guess: it’s responding to customer support questions. Being in customer support (either internally in IT, or externally in customer service) is sort of like being a teacher, a […]
Delightful customer service: what’s new in Jira Service Desk Cloud
More and more businesses today are differentiating on customer service. Companies like Airbnb have hundreds of support agents ready on the phone, email and chat to make the home sharing process seamless for users. The easier you make it for your customers to do business with you, the more likely they are to buy your […]
Get time back with canned responses and SLA copy configurations in Jira Service Desk Server
We know that it can be tedious and time-consuming for IT agents to respond to repetitive requests. Even more so when the common responses used are created and tracked outside of Jira Service Desk. So, to help your IT agents respond quickly and efficiently, we’re excited to announce the launch of canned responses in Jira Service Desk Server. […]
We filed 100 support tickets to find out how to send better customer service email auto-replies
Customer service emails have a way of being pretty terrible. As a company, if you don’t make a solid effort to build good systems around your email customer service, it’s going to be a drag. It got us thinking about how we do email support here at Statuspage. We’ve noticed a lot of great companies […]
Why everyone in IT should think like a product manager
“The first thing we think about is: What do our users want? What do they need to get the job done? And, how are we going to deliver that?” No, this is not a Product Manager at a company like Facebook, Amazon, or the next hot startup. This is Ross Chippendale, the Head of Workplace […]
A look inside Hipchat Data Center: An interview with Product Manager, Rahul Asave
Can you tell us a bit about yourself? I’m Rahul Asave, the Product Manager for Hipchat Data Center (formerly Hipchat Server). I have 15+ years of experience in various roles that involve delivering enterprise products. For the past two years at Atlassian, I have been focused on Hipchat, particularly for our enterprise customers who have […]
Inside the mind of Jira Service Desk Server product manager, Vidhu Sharma
It’s been a big year for Jira Service Desk Server, so we sat down with the product manager, Vidhu Sharma, to hear about what the team has been up to and get a glimpse into the vision for the future. Hi Vidhu! Tell us a little bit about yourself. I’m a product manager for Jira Service […]
Introducing BDDA, the infrastructure workflow we use for Kubernetes
In Atlassian’s Kubernetes platform team, we’re working to bring the existing Kubernetes clusters under one team’s management; to arrive at some standard tooling, build processes, and workflow to build the Kubernetes clusters that are running internal workloads. This is the result. We’ve spent a lot of time trying to find a workflow and dev process that would […]
The best incident management is value driven – here’s why
Today, we’re all laser-focused on delivering world-class service, resolving issues faster, and building lasting trust within the organization. But things break – that’s just a fact. We need to think a lot about how to handle them when they do. So we follow our Incident Management process to restore service quickly and our Post-Incident Review […]
The 5 secrets of high-performing IT teams
What makes for a high-performing IT team? We ran a survey with HDI to find out.
What’s new in Jira Service Desk? A login-free customer portal, 8 languages, and a customer service template
We’re excited to announce a new login-free portal, multi language support, and a new customer service template. Request help without having to create an account Now your team can provide great customer service to new customers: They no longer have to go through hoops in order to request help. With a login-free portal, customers can send […]
Atlassian extends leadership in Incident Management
Last summer, we made a bet on the importance of incident communications when we acquired Statuspage and added the first product to our suite to specifically address incident management and communications. We saw early on that providing status and regularly communicating with customers — especially during incidents — had become a critical part of the software […]
20 great ITSM add-ons for Jira Service Management
In 2017, we were thrilled to learn that Jira Service Management was named the #1 Most Affordable ITSM solution and the #1 Most Popular ITSM software by Capterra, an independent review site that compiles reviews from millions of users. In addition to service request, incident, problem and change management templates for requests that make it […]
Top 5 reasons to choose Jira Service Desk vs. the competition
The future of service is here! Jira Service Desk is a new kind of service management software that IT and business teams actually like to use. Jira Service Desk delivers an effortless service experience that adapts to your needs with pricing and setup time at a fraction of competitors’. Why have so many of our customers made the switch from competitor systems? Check out the top five reasons.