Jira Service Management
Collecting requests the easy way with Jira Service Desk
We often collect feedback and requests from people outside of our team. If they find a bug, need something done, or have a feature request – somehow and some way, they need to reach us. As an Atlassian, I prefer working in Jira. It’s my favorite place to plan, track, and get things done, however, I find that sending colleagues (who are often non-technical) to Jira introduces them to an unfamiliar interface they don’t necessarily know how to navigate.
Play it safe: disaster recovery with Jira Data Center
Since we launched Jira Data Center in July 2014, Disaster Recovery has been one of the most frequently requested features from customers. Jira is business critical and customers want to be prepared and ensure its availability in the event of a disaster. Well, we listened and we’re excited to announce that it’s here! With Jira Data Center 6.4, customers can now configure a cold single or multi node standby site in a geographically separate location.
Announcing Google Apps integration for Confluence Cloud
Keeping up with numerous user directories for email, Confluence, and other software you use at work can quickly turn into a headache. Google Apps integration can make managing your user directory easier especially if you’re already using Google for email. Combine the ease of Google Apps for user management with Confluence where you create, organize, and discuss work with your team.
Managing teams effectively with Jira Service Desk
Learn about how email is the new ‘snail mail’ for service teams. This is the third post in our series on how your service team can build on top of email support with Jira Service Desk by getting the right information from the start, automatically categorizing tickets, and routing tickets to the right people. Read […]
New ebook: Jira Service Desk’s guide to asset management
For any IT team, understanding assets is the key to better service. Effective asset management means these questions always have answers. This results in better, smarter IT service and overall cost savings, as assets often account for 20% of IT budget. This guide shows you how to build a simple asset management solution with Jira’s flexible workflow engine and how to integrate support and asset management for streamlined IT service.
Avoiding the email support ping-pong effect with Jira Service Desk
Learn about how email is the new ‘snail mail’ for service teams. This is the second post in our series on how your service team can build on top of email support with Jira Service Desk by getting the right information from the start, automatically categorizing tickets, and routing tickets to the right people.
How Twitter reduced email support by 80% with Jira Service Desk
By 2017, 132 billion business emails will be sent and received per day. By the time you finish reading this, 20 more billion business emails will be written.* Email is our go-to mode of communication. While it’s great for conversation, email often gets used in parts of the business where it’s not scalable – including internal support. A few email exchanges may seem harmless, but as your company grows, your internal service desk will become flooded with email requests from employees with no way to prioritize, categorize, assign, or deflect them. The result? Lost tickets, wasted time by agents, and unhappy employees.
Redefine what IT means to your business with Jira Service Desk
Redefine what IT means to your business. Watch Jira Service Desk’s newest demo video to learn how to help customers serve themselves, as well as collaborate on tickets by @mentioning customers and agents.
Pull Request Merge Strategies: The Great Debate
When a piece of work is complete, tested and ready to be merged back into your main line of development, your team has some policy choices to make. What are your merge strategy options? In this article I’ll explain the possibilities and then provide some notes on how we do it at Atlassian. Hopefully at […]
How to build a self-service knowledge base
Help yourself, with Jira Service Desk and Confluence. Confluence is the best way to build your team’s knowledge and Jira Service Desk puts that knowledge to work. With the self-serve customer portal, you can help customers help themselves by putting answers directly at their fingertips. This short demo walks you through the seamless integration and shows you how to get going in just a few minutes.
Get your team started with knowledge-centered support
Ask any service desk team and they’ll tell you they’re swamped with requests. But ask them about knowledge management, and you’ll find many service teams think of it as an afterthought. Fighting fires is accepted as part of the job. So why isn’t knowledge a more highly regarded aspect of the arsenal? In fact, knowledge […]
7 knowledge management tips to improve your service desk
Every day, service desk agents rely on various knowledge to solve customer problems. Whether it’s located in a document or stored in someone’s brain, that knowledge helps resolve issues and provide consistent answers. But how well are teams managing their knowledge base? Do articles go stale? Is information silo’d with senior agents? Do all agents […]
Jira for asset management
IT organizations have the challenge of ensuring system uptime, supporting users, and managing inventory of both hardware and software. IT teams gain significant efficiencies when one tool can support multiple business operations. According to Gartner, mastering the discipline of effective asset management is a huge cost savings for companies: “Gartner clients who successfully execute ITAM […]
Inside Jira Service Desk: SLAs
This is part two of a blog series taking an inside look at Jira Service Desk, the newest member of the Jira family. Jira Service Desk is a modern and flexible service desk experience that integrates directly with Jira, our issue management software used by more than 22,000 teams worldwide. Read part one about our intuitive customer portal here. Part […]
Building a company glossary with Confluence: part 2
This is a guest blog by Charles Hall from OpenBet, a specialist software company that provides gambling and gaming solutions. In part 1 of this article we set the scene and created the basic elements for capturing glossary terms. This included the use of live templates and scaffolding fields to ensure that data […]