Jira Service Management
TAM day at Summit: 3 big takeaways
Highlights from the Summit 2015 event TAM day, an exclusive event for customers in the technical account management program. It’s a full day dedicated to discussions with product leadership around scaling and standardizing across different business teams, and provides a collaborative environment to meet and chat with other TAM customers from around the world.
Confluence performance: twice as fast in the cloud
We need tools that support the speed at which we work. Even a slight wait can throw you off your flow. Have you ever gotten impatient while waiting for, oh… I don’t know… a Confluence page to load? So you pop over to Facebook (just for a sec – seriously!), and after chuckling over some pics […]
5 tips to transform your IT team from zero to superhero
Some of the world’s most respected brands employ some seriously innovative solutions when it comes to their service desks. Find out what they did to turn their average service desks into IT super-centers with these five easy tips.
Jira Service Desk 3: built for IT and service teams
At Atlassian, we love interacting and listening to you, our customers. Two years ago at Summit 2013, Atlassian introduced Jira Service Desk in response to customers who were looking to use Jira as an IT ticketing tool. At Summit 2014, we released a new Jira Service Desk with an agent-based pricing model so opening a ticket was free. Today, we’re totally excited to unveil the next evolution: Jira Service Desk 3!
3 DevOps principles to apply to your IT team
DevOps is a movement that advocates a collaborative working relationship between Development and IT Operations, where historically they have been separated. Check out the three main DevOps principles (from The DevOps Cookbook) and how to apply them to your IT team.
Seven ways to create an awesome self-service culture
If there’s a shining light in the IT world that cuts those less-than-urgent tickets in half, it’s self-service. Self-service is a lifesaver, on both ends, because it helps your customers find what they’re looking for and it lets the IT team do what they do best: keep your business running smoothly.
Infographic: why IT teams like chat
85% of the IT teams we surveyed use chat tools. That’s a lot of people. 85% out of a 100% is a better number than Presidential election results, or how many customers were satisfied with The Baconator. We wanted to dig deeper, we wanted to know why IT loves them some chat instead of email. So, we went directly to the IT community to find out. We talked to agents, managers, and directors and asked them about how chat makes their work life awesome. Check out what they said.
The ABCs of Jira Service Desk: measuring success
In part 1 of this blog series, you learned to create a request catalog that is frictionless for your customers. Part 2 was about unleashing the power of queues for your support teams with pro-tips. In this last blog post, I’ll give you tips on how start measuring your success within Jira Service Desk.
The ABCs of Jira Service Desk: unleashing the power of queues
In my last blog post, I gave away the first secret to creating an awesome customer experience. We talked about the customer portal and how to focus on your customers, including thinking in your customers’ language and simplifying the request process. Today, I’m going to give you the second secret which involves making your agents’ life simpler […]
Enterprise Mail Handler for Jira Cloud brings non-Jira users into the conversation
Featured add-on: Enterprise Mail Handler for Jira (JEMH) – JEMH Email Handler provides the enterprise features you need. Jira has become the linchpin of your team, taking care of administrative and tracking tasks so that you can concentrate on what you do best. If only everybody you interact with used Jira, your world would be […]
A service desk for every team: introduction
Have you ever used Google to search for something you didn’t know? Or deposited a check at an ATM (or even better yet, deposited it through your mobile phone while wearing your pajamas)? Today, self-service is becoming an expectation, not a luxury – and that should be the case if you have a question at work, too.
The ABCs of a simple service desk
Hi, I’m Nikki, and I used to be a systems administrator. I want to share a few things that made us successful with our service desk here at Atlassian. In this new blog series, I’m going to give you the secret to creating an awesome service desk for your customers (hint: making it simple).
‘–force considered harmful; understanding git’s –force-with-lease
Git’s push –force is destructive because it unconditionally overwrites the remote repository with whatever you have locally, possibly overwriting any changes that a team member has pushed in the meantime. However there is a better way; the option –force-with-lease can help when you do need to do a forced push but still ensure you don’t overwrite other’s work. It’s […]
How to graduate from email support with Jira Service Desk
First, it’s important to remember that change is an evolution. It doesn’t just happen overnight. Having realistic goals means it will be more exciting once your team hits them out of the park. After Jira Service Desk is set up, customers can contact support by either emailing requests (which then become tickets) or through the customer portal. Ideally, all customers would use the customer portal so the right information is given from the start and so their requests can be categorized easily.
Graduate from email support: How to set up email support with Jira Service Desk
If you rely on email for internal support, chances are valuable time is wasted going back and forth trying to get the right information. Work is assigned inefficiently, leading to slower resolution times and unhappy customers. Plus, you’re not able to report on progress to show the value of IT to the rest of the business.