What’s new in Jira Service Desk? A login-free customer portal, 8 languages, and a customer service template
We’re excited to announce a new login-free portal, multi language support, and a new customer service template. Request help without having to create an account Now your team can provide great customer service to new customers: They no longer have to go through hoops in order to request help. [cta] With a login-free portal, customers can […]
20 great ITSM add-ons for Jira Service Management
In 2017, we were thrilled to learn that Jira Service Management was named the #1 Most Affordable ITSM solution and the #1 Most Popular ITSM software by Capterra, an independent review site that compiles reviews from millions of users. In addition to service request, incident, problem and change management templates for requests that make it […]
Top 5 reasons to choose Jira Service Desk vs. the competition
The future of service is here! Jira Service Desk is a new kind of service management software that IT and business teams actually like to use. Jira Service Desk delivers an effortless service experience that adapts to your needs with pricing and setup time at a fraction of competitors’. Why have so many of our customers made the switch from competitor systems? Check out the top five reasons.
8 Jira Service Desk apps to improve your customer service
Jira Service Desk is focused on helping service teams deliver great customer service. Jira Service Desk’s powerful integration with Jira Software allows service and development teams to close the feedback loop and resolve requests faster. But that’s not the only integration Jira Service Desk has. Thanks to the many apps created specifically for Jira Service […]
Resolve incidents faster with Jira Service Desk & xMatters
Machine learning and automation can go a long way, but ultimately complex problems still need to be solved by people. In the IT world, this means getting the right person on the right problem — fast. In a cloud-first world where high performing IT and software teams deploy multiple times a day, mistakes can, and […]
How we choose DevOps tools at JAMF Software
This is a guest post from DevOps Manager Michael Kren and is part of a blog series about how he started a culture of DevOps at JAMF Software – how he built his team and the tools he used. His entire DevOps journey is collected in an ebook, which is available for download. Read on and check out the ebook!
DevOps case study: why we have DevOps at JAMF Software
This is a guest post from DevOps Manager Michael Kren and is this first in a blog series about how he started a culture of DevOps at JAMF Software, how he built his team and the tools he used. His entire DevOps journey is collected in an ebook, which is available for download. Read on and check out the ebook!
Are you truly DevOps? Find out how your team compares in the 2016 State of DevOps report
This year, more than 4,600 technical IT and DevOps professionals from around the world shared their experiences in the Puppet Lab’s 2016 State of DevOps Report, helping the industry deepen its understanding of the technical practices, cultural norms and lean management practices that make up DevOps. What’s more, having this type of information helps other teams using DevOps practices benchmark their performance compared with others. Learn more about DevOps and see how your team measures up.
4 ways to use knowledge management for ITIL processes
Jira Service Desk is excited to announce that agents can now view, search, and share knowledge base articles directly from an issue. By being able to discover and share knowledge easily, IT teams can streamline ITIL processes, including incident, change and problem management. Read out to find out how you can apply this new feature.
3 new customization ideas using Jira Service Desk’s API
We’re excited to unveil Connect for Jira Service Desk, our shiny new API that connects your Jira Service Desk with other software solutions. Whether you’re a Jira Service Desk admin or developer, there is so much you can build. Craft integrations that create tickets from a phone call or a text, or create add-ons that pull in essential customer information to your Jira Service Desk dashboard – and that’s just the beginning.
Three ways to use Jira Service Desk’s new approvals like a pro
Pop quiz! Name three things you’d rather do than set up approvals in your service desk tool. Get a root canal? Darn socks? Walk barefoot through the snow (uphill both ways)? If your toes are already getting frostbite just from thinking about it, I’ve got good news: Jira Service Desk now offers an easy […]
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.)
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%.
Don’t suffer from the ping pong of email support
A recent survey conducted by our team found that 70% of IT teams suffer from the ping pong effect when using email support. Want to learn more about the pains of email support and the top benefits of using a service tool? Read more in our infographic.
Fast & furious service rollout: thanks to agile
Remember when we had to physically go to an ATM to deposit a check? That was so 2010. Today? We deposit a check through a mobile app, in our pj’s. Self-service isn’t a trend; it’s a new lifestyle.