self-service
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?
Providing proactive support through Intercom and Statuspage
Since the start of Statuspage, two of our core tenants have been: Keep end users in the loop during downtime. Reduce the support load on incident response teams. At a minimum, this means giving end users a status page they can depend on and allowing them to subscribe to incident notifications via email and SMS. […]
Delightful customer service: what’s new in Jira Service Desk Cloud
More and more businesses today are differentiating on customer service. Companies like Airbnb have hundreds of support agents ready on the phone, email and chat to make the home sharing process seamless for users. The easier you make it for your customers to do business with you, the more likely they are to buy your […]
3 tangible ways to improve your customer service in Jira Service Desk
This is a guest blog post by RefinedWiki, maker of theming add-ons in the Atlassian Marketplace. Jira Service Desk comes with lots of great add-ons crafted to let you build upon what you get out of the box. As add-on creators ourselves, we focus on user experience — and in particular the user interface of […]
5 real-life examples of beautiful technical documentation
This is a guest post by Nils Bier, Customer Success team lead at K15t Software. He has been working to help technical communication teams by using Atlassian tools and Scroll add-ons for 5 years. Technical documentation is an invaluable resource for your users. And with fast-moving development teams and product release cycles, it can be […]
10 tips for creating a knowledge-powered IT service culture
The dos and don’ts of successful knowledge management.
Prevention, self-service, and strategic laziness: the recipe for service desk success
Selecting the right tools and software to run your service desk is just part of what makes your customers and engineers successful. Creating a collaborative, self-service environment where people can develop and implement the most effective ways to solve complex challenges – be it from customers or internally – will result in a chamber of innovative teams tackling any issue and adapting to ever-changing business needs.
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.
Seven ways to create an awesome self-service culture
If there’s a shining light in the IT world that cuts those less-than-urgent tickets in half, it’s self-service. Self-service is a lifesaver, on both ends, because it helps your customers find what they’re looking for and it lets the IT team do what they do best: keep your business running smoothly.
Inside Atlassian: how our HR team uses Jira Service Desk
The way we help each other inside of organizations is changing. With internal team collaboration so critical to success, how teams service and provide support to others in the organization is becoming a new way of approaching work. In our latest blog on this topic, we found that 50% of organizations have adopted or are […]
A service desk for every team: introduction
Have you ever used Google to search for something you didn’t know? Or deposited a check at an ATM (or even better yet, deposited it through your mobile phone while wearing your pajamas)? Today, self-service is becoming an expectation, not a luxury – and that should be the case if you have a question at work, too.
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.
Get your team started with knowledge-centered support
Ask any service desk team and they’ll tell you they’re swamped with requests. But ask them about knowledge management, and you’ll find many service teams think of it as an afterthought. Fighting fires is accepted as part of the job. So why isn’t knowledge a more highly regarded aspect of the arsenal? In fact, knowledge […]