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5 surprising insights about DevOps and tech support
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 set out on a mission to see if tech support and development teams were collaborating. To kick it off, we commissioned a never-been-done-before study with HDI, the largest association for technical support professionals, boasting 150,000 members. Here are five findings that might surprise you.
Getting started with Jira Service Desk’s employee self-service and customer satisfaction reports
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 get answers – like taking advantage of a knowledge base – customers are happier and agents are more productive. If you deliver a better self-service experience, you’ll likely see your customer satisfaction (CSAT) scores improve. Over time, your IT team will benefit from seeing these improvements, which in turn will improve team productivity. (Not to mention job satisfaction.)
Inside Atlassian: how our site reliability engineers do incident management
“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 kind of thing falls right into my wheelhouse. In this post, I’ll walk you through how we responded to the situation to get Confluence working again. I’ll give an insider’s view of our incident management process, as well as how we’ve configured Atlassian tools to support this work.
Separating the signal from the noise: how Atlassian does proactive support
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 that we provide a feedback loop between customers and the product. Most importantly, we try to prevent major incidents from happening before they happen – because we care about you as customers, and we want you to be customers for life.
Introducing smart graph: machine learning in action
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 service desks within a company can make finding the right service desk sometimes challenging – let alone figuring out which request type matches the problem you’re trying to solve. So we used machine learning to make Jira Service Desk’s search a whole lot smarter.
How Jira Service Desk approaches ITSM
Despite ITIL’s status as the gospel of IT, traditional ITSM (IT Service Management) tools supporting traditional ITIL leave many IT organizations frustrated. Keeping it old school works in a lot of areas, but IT isn’t one of them.
Sleighs and SLAs: how Jira Service Desk keeps Santa on schedule
Despite what you’ve seen in the movies, Santa Claus isn’t a one-man show – it’s a network. SCL is a worldwide operation of over 5,000 elves, reindeer, and a team of Santa decoys, all working together, along with CTO Mrs. Claus keeping everything running as smooth as red velvet Santa slacks. In fact, Mrs. Claus says her team loves Jira Service Desk’s built-in SLA (Service Level Agreement) management because it helps prioritize last-minute tasks. And real-time reports help her see issue resolution while providing crucial Christmas Eve preparation updates.
New to the Data Center family: Jira Service Desk
Our customers have made it loud and clear: there’s a huge demand for Jira Service Desk Data Center. Jira Service Desk Data Center is now available, and is ready to help your growing organization perform at scale. Over 15,000 IT teams rely on Jira Service Desk and it’s quickly becoming the service management tool of choice for businesses large and small. Check out how data center can help your business.
Inside Atlassian: designing software with the customer at heart
I decided to sit down with different Jira designers to learn how they reimagined Jira as Jira Software, Jira Core, and Jira Service desk from a design perspective. The stories were endless, but three things kept popping up in each designer’s story: design spikes, live data prototyping, and a stellar feedback collector.
How the agile manifesto rescued The Daily Telegraph’s service desk
The Daily Telegraph’s Director of Service Delivery, was facing a seemingly impossible task: bring service delivery back in-house, and do it within three months. Learn how they applied the agile manifesto and improved customer satisfaction by 140%.
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!
Tearing down the walls between development and support
Anyone who works in support will agree: it feels like the dev team isn’t exactly on your side. One of the biggest frustrations in support is when a problem can’t be solved because the dev team is needed to fix a bug or create a new feature. Check out we broke down the departmental silos.
Skyscanner’s tips for bug triage in Jira + Jira Service Desk
When something goes wrong, it’s nice to know that you can simply raise a ticket and see it fixed. For those of us doing the fixing, it’s not as easy as it looks. You’ve probably got a backlog of tickets that you need to sort through each day. Some of those tickets actually report a […]
Three simple ways to encourage bug reporting
When it comes to software, bugs are always a concern. A bug in the system can take an entire company down if it goes unnoticed. Staying on top of your system’s health is imperative. But, who hunts for bugs?