The technology of hope: how MagView uses Jira Service Desk with Hipchat
If there’s one thing everyone everywhere can agree on, it’s that we all hate cancer. When we found that Magview, the leader in mammography technology, relies on Jira Service Desk and Hipchat to help their customers–we were thrilled. Helping technology that saves lives is a dream come true for us.
Cimpress’ launch party for Jira Service Desk: a photo essay
Remember when they destroyed the printer in Office Space? Many companies want to destroy their legacy systems. Cimpress (formerly Vistaprint) was able to realize their destructive dream recently, and Jira Service Desk was there to help. We wanted to bring a bulldozer, but, city codes and stuff. A week ago, Cimpress hosted a launch party for Jira Service Desk and celebrated their old legacy system going six feet under. Luckily, they sent us a few photos.
Webinar recap: Put service at the center of your business
Last Thursday, we streamed a webinar about how Atlassian has set up Jira Service Desk to handle business team’s requests, including our legal, HR, and finance teams.
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.
Put service at the center of your business: Learn how Atlassian’s HR, finance, and legal teams use Jira Service Desk
Does your company have a service desk outside of IT? The Help Desk Institute (HDI) recently did research and found that 50% of organizations have adopted or are planning to adopt service management outside of IT.* Why is this trend happening and growing? Because “service” is not just for IT anymore, but a way of approaching work. By adopting a service desk for your business team, your team can provide anyone with an easy-to-use and simple interface to collect requests, provide self service, and resolve requests faster.
Free ebook: Graduate from email support
Relying heavily on email for internal support? Our free ebook walks you through why email is hard to use for support teams and how Jira Service Desk can help. This guide shows you: The hidden costs of email support How investing in a service tool such as Jira Service Desk can help How to transition […]
How Atlassian is redefining business collaboration (and fine art auctions)
Last week, Fortune wrote an article about our business model, our vision, and how we’re approaching business collaboration. Our DNA is in helping software teams build great products and making it easier to work together across teams. Lately, we’ve been focusing on expanding our product offerings to non-software teams, and applying these principles for all teams, including non-technical ones. Jira Service Desk, our newest offering and Atlassian’s fastest growing product to date, is a simple yet powerful service desk that helps not just IT, but all teams deliver help to their employees in a responsive and efficient way.
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.
Webinar recap: How Twitter reduced email support volume by 80% with Jira Service Desk
We hosted a webinar with Alex Stillings from Twitter about how they use Jira Service Desk. We got a lot of questions right afterward (hundreds of them!) and as hard as we tried to answer each one, we didn’t have the ability to answer them all in the limited time we had. We wanted to make sure that everyone still got answers, so after reviewing the questions, we posted the most common ones along with our answers.
Jira Service Desk infographic: Service trends around the world
Since we launched Jira Service Desk, a service desk that teams actually like to use, we’ve been traveling around the world and talking to customers about what they need in their service desks. We discovered that there are differences in how our customers across the world approach service management. Learn more by reading the infographic […]
Jira Service Desk customer stories: Halogenics
A few years ago, Andy started Halogenics with a goal of working closely with many of Australia’s top medical research institutions to develop, implement, and support software that would facilitate better research. Halogenics implemented the full stack of Atlassian software – Jira, Confluence, Hipchat, Bamboo, Bitbucket – upon its inception in 2008. As a small company of three, they needed a solution that was powerful, yet cost effective.
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 […]
Avoiding the email support ping-pong effect with Jira Service Desk
Learn about how email is the new ‘snail mail’ for service teams. This is the second 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.