Browse IT

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.

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 […]

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

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.

Stash on Docker

Docker has been moving at ‘lightning speed’ and has been adopted by software development teams all over the world. Since the beginning, we at Atlassian, have been very excited about the potential of Docker. In fact, we wrote early on how to run Java in a Docker container, and created an internal self-service model to deploy applications on our cloud using Docker containers. We also experimented early with containerizing our products (see our experiments on bitbucket). We have been big fans of Docker, and I am proud to serve on Docker’s Advisory Board.