Jira Service Desk tips
How to graduate from email support with Jira Service Desk
First, it’s important to remember that change is an evolution. It doesn’t just happen overnight. Having realistic goals means it will be more exciting once your team hits them out of the park. After Jira Service Desk is set up, customers can contact support by either emailing requests (which then become tickets) or through the customer portal. Ideally, all customers would use the customer portal so the right information is given from the start and so their requests can be categorized easily.
Graduate from email support: How to set up email support with Jira Service Desk
If you rely on email for internal support, chances are valuable time is wasted going back and forth trying to get the right information. Work is assigned inefficiently, leading to slower resolution times and unhappy customers. Plus, you’re not able to report on progress to show the value of IT to the rest of the business.
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.
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 […]
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.
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 […]
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 […]
Jira Query Language (JQL) recap
The Tip of the Month, brought to you by Atlassian University, is a monthly series to help master Atlassian tools. Products are more fun to use when you know all the tricks. Hey Everyone! In the month of February we did a series on JQL at atlassian.reaktivdev.com. It’s a quickstart guide to making the transition […]
JQL: Using filters and subscriptions
If you find yourself searching for Jira issues weekly, daily, (or hourly!), you will benefit immensely from setting up filters, dashboards, and subscriptions to make your life even easier. Filters: Save your search Don’t perform a search over and over again: save it for easy access next time! Once you run your query in JQL […]