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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.
Can better IT service improve software development?
With developers and IT teams working in separate systems, there are blind spots in the process. With no collaboration channel, IT teams don’t get the visibility and communication they need on fixes and improvements. Integrating service and development in one place makes critical feedback transparent, ensures uptime, increases value to the users, and improves the organization’s ability to collaborate.
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.
IT and development working better together with Jira Service Desk
Collaboration is near and dear to our hearts here at Atlassian. Collaboration, for us, is not just about sharing documents and communication in Hipchat and Confluence, but it’s in the DNA of all our products. In Jira Service Desk, Atlassian’s IT Service Desk offering, collaboration is critical to solving IT tickets faster.
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.
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 […]
Task management with Confluence and Jira
I’d like to take a few moments to share how task management in Confluence relates to Jira. Both products enable teams to collaborate using task management and distribution. Confluence works well for smaller business teams, whereas Jira excels for larger projects. Getting from here to goal People rally around goals. For goals to be actionable, we need to break them […]
Share Jira with external partners
During my time at Atlassian, many Jira administrators have asked, “How do I share Jira with external partners in my development process?”. External partners can integrate alongside your internal teams with Jira. This article targets external partners who fully engage in the development process. Collaborative teams or agencies that need to give clients visibility into […]
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 […]
Managing vacation days with Jira and Confluence
Here at Atlassian, we love using our own stuff. And when we’re not busy building kick-ass new products, we’re usually off finding new ways to use our stuff internally. Recently, Jeff Sinclair, our IT portfolio manager devised a clever way to combine the power of Jira Service Desk and Confluence to manage employee leave. “We […]
3 ways to ease external collaboration tension with Jira
Information is power. When everyone’s priorities are clear, we can make better decisions for our project and the organization as a whole. Once upon a time at an old job, I needed a considerable amount of the IT group’s time to help me get a new CRM server up and running for my project. I often […]
5 ways to work with Jira issues in Confluence
Half of the teams that use Jira also use Confluence. Development teams live in Jira where they track their work; The rest of the business lives in Confluence where everyone collaborates around requirements, documentation, marketing plans, sales reports, and anything else. We’ve worked hard over the last year to bring Jira into Confluence like never […]
8 steps to Jira field greatness
Now Available: This content is available as a presentation on SlideShare! I’m always in awe when thinking about how many different kinds of organizations use Jira Software to help teams of people deliver their visions. While the specifics of each implementation differ, each customer uses Jira Software to track information so that everyone in the team can stay […]
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 […]
Using watchers and @mentions effectively in Jira
Jira makes it easy to keep others in the loop and stay on top of issues you care about. For notifications to be effective you can’t overwhelm your audience. Jira has three notification methods known as notification schemes, watchers, and @mentions. In this blog article we will focus on watchers and @mentions as they apply […]