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Working to be the change that you (the customer) seek

Who loves feedback? I can you tell that we do. We love it so much that we’ve created a team dedicated to seeking, synthesizing, and taking action on feedback from our customers. We call it the ‘Voice of the Customer’ team – i.e., the Voice of You. Recently, we’ve been sending emails and adding feedback prompts in our products with a single question: “On a scale from 1 to 10, how likely are you to recommend the product to a colleague?” And we use your answers to calculate our Net Promoter Score (NPS).

Five ways to make your life easier using Atlassian add-ons

The devil’s in the details, they say. And those little details can send you up a wall if they’re not working just right. Your real work is too important to let stuff like this get to you. The Atlassian Marketplace has a vast array of useful — and no-cost — add-ons to take care of the everyday hassles, so you can get back to work.

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 […]

On-demand activation of Docker containers with systemd

One of the features of systemd is its ability to defer the start-up of networked applications until their services are actually requested, a process referred to as socket activation. This isn’t really a new an idea; systemd borrowed the idea from launchd which has been in OS X since Tiger‘s release in 2005, and the venerable Unix inetd has implemented […]

Inside Atlassian: stand-ups for distributed and co-located teams

Stand-up is one of the fundamental parts of agile development, and it’s often the most misunderstood. Let’s be real: stand-ups by themselves don’t make your team agile. They aren’t about inflating egos or justifying job descriptions. They aren’t a time to plan; Sprint planning is for planning. They also aren’t the only time to mention blockers. If you’re stuck, ask for help!

Share tribal knowledge securely with Confluence Questions 2

We built Confluence Questions to help you share tribal knowledge and get answers to your questions at work. It’s helped us share broad, Atlassian-wide questions and get answers to specific questions, too. Today, we’re excited to announce Confluence Questions 2, which will help you share information within your team by making sure questions are both relevant and secure.

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.

Fun Fridays: how do you write shorter tweets?

Fun Fridays: 2 Valentine’s Day gift ideas

Beyond coding: soft skills for success in tech

Coding in the cloud with Bitbucket

We are proud to announce the integration of several popular cloud IDEs into the Bitbucket experience. You are already managing, building, and deploying your code to the cloud; you can now code in the cloud as well. Your personally-configured cloud IDE and dev environments are now accessible to you on any machine anywhere, all connected […]

For Gilt, agile isn’t a best practice – it’s a mindset

With over 6 million members, Gilt is one of the hottest e-commerce sites on the planet. At noon every day it provides a flash sale of today’s top designer labels at up to 60% off retail. “At Gilt, every day is Black Friday,” says lead engineer Yoni Goldberg. Seconds after announcing a new sale, site traffic and transactions hurtle astronomically. Every employee and every team from development to distribution centers must be ready for the spike. It takes an agile, collaborative effort, spanning hundreds of employees from Dublin to Manhattan, to ensure a smooth and reliable customer experience.

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.

Hipchat add-ons to brighten your day

Add-ons don’t have to be all about ease and efficiency. Some of them aim to satisfy more intangible wants, such as a yen for spontaneity and wit. It so happens that the three add-ons for Hipchat we’d like to highlight today are all about bringing creative expression into the chat room. Take a minute to explore these great—free—add-ons, and keep them on hand for any time you want to drop a dollop of levity into the conversation.