Jira Service Desk tips
Organize your Jira issues with subcomponents
This is a guest blog post from Vasiliy Krokha, a consultant at Atlassian partner Broken Build and maker of Subcomponents for Jira.
CRM for Jira Cloud: close the customer feedback loop from sales to support to development
Delivering great customer service requires knowing your customer inside and out, which is why we’re excited to announce our new app that helps organizations do just that. CRM for Jira Cloud gives you an easy way to connect your JIRA Service Desk Cloud and JIRA Software Cloud instance to your CRM so you get a holistic view of […]
What is JQL: functions, history, and sorting
Like in math class, functions in Jira boil down complex logic and make it easy for you to access and use in a simple way. Here’s how they work in JQL.
Jira and Service Management: Part 1
We found that roughly 40% of our Jira customers actually use Jira as a type of IT ticketing system. That’s great! Jira has been known to be flexible for software teams developing software and fixing bugs so why not also for service management?
JQL: the most flexible way to search Jira
JQL stands for Jira Query Language and is the most powerful and flexible way to search for your issues in Jira. JQL is for everyone: developers, testers, agile project managers, and business users. This blog is intended to be a tutorial for those who have no experience with database queries to those who want faster access to […]
5 steps to creating a knowledge base with Jira Service Management and Confluence
By training your internal customers to come to Jira Service Management to report issues and request help, you can help them help others more efficiently.
How apps can improve Jira Service Desk Cloud agent productivity
Spare your team wasted time and headaches with strategic automation.
5 game-changing tips for automating your bug tracking in Jira Service Desk
This is a guest post written by Sam Rector, product marketing manager at Appfire, makers of the award-winning Bob Swift and Wittified brand Atlassian apps. Note: all of these tips apply for users of Cloud, Server, and Data Center versions of Jira Service Desk (JSD). Bug tracking is hard. Once more for your boss in […]
Stop support tickets in their tracks with Jira Service Desk and Statuspage
Nothing puts a drag on IT service teams and customer support teams like answering the same question across multiple tickets. Outages and incidents have a way of sending these teams an avalanche of duplicate tickets. During a service interruption, tickets start flying in, the team can’t keep up, and end users have a bad experience […]
How Atlassian Support configures SLAs in Jira Service Desk
Atlassian Support is a global operation. With six regions, 24/7 availability, 15 products, cloud and server deployments, and different support tiers, we have a complex set of rules and logic about ticket routing. But even with our complex ticket routing system, getting the right engineer on the job in a timely manner for round-the-clock support requests […]
How to embed Excel tables in Jira issues
Need to comment on Jira issues with a table of data from Excel to support your findings? Here’s the formatting shortcut you’ve been waiting for.
Approvals just got a whole lot easier in Jira Service Desk Server
You may have noticed a theme these past few Jira Service Desk releases – the team has been focused on making approvals a whole lot easier for your team. In Jira Service Desk 3.9, we implemented a THEN clause which allows you to automatically approve or decline requests when they meet certain criteria. In 3.10, we made approvals […]
Introducing Jira Cloud for Stride
Whether shipping software, managing a help desk, or executing a project, Jira Cloud helps thousands of teams plan and track work together. This powerful tool is now even more venerable with the Jira app for Stride. By bringing your task and project management to where your team is already communicating — Stride — you’ll be […]
4 Atlassian tips to bring your service and development teams together
We’ve been hard at work for over 15 years building software to help you collaborate better. But if you work on an IT or customer support team, you know it takes more than the right software to build a culture of collaboration between your service teams and dev teams. You also need to have a set of […]
Making the most of the Jira integration for Hipchat Data Center
Once in a blue moon, there comes a power couple so good for each other that you can’t help but merge their names into one. While “Jirpchat” may never take off, we can always take solace in the fact that there’s the Jira integration for Hipchat Data Center. The integration gives you the ability to access Jira […]