Jira Service Desk
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Tech support is a powerful, multifaceted hub: it can fix or improve products, reduce future customer requests and boost customer satisfaction. But is this feedback actually making its way back to product development? We...
The right metrics aren’t just a "nice to have" – they're a "must have." Now, you can measure both employee self-service and customer satisfaction. By providing an easy and fast way for customers to...
"Ohhhhh $#!τ. We broke Confluence." In one of our first Confluence Cloud releases in 2016, we broke our users' ability to edit pages. As the head of Atlassian's site reliability engineering group, this...
I'm part of a team called Service Enablement, which is a special project group within the broader support team at Atlassian. We work closely with the support, engineering, product, and design teams to ensure...
Teams like HR, facilities, legal and even marketing adopt service desk portals to handle requests from their internal customers, and soon there are service desks for practically every team. But this viral spread of...