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.
Vegas, baby! Say hi to Jira Service Desk at HDI conference
Going to HDI? Jira Service Desk will see you there. You’ll find us in the expo hall and we’re right in front so don’t worry, you can’t miss us. Be sure to check out our speaking engagements: Vistaprint Rolls Out Jira Service Desk in Record Time and Service Outside of IT. We’ll also be hosting theater demos in our booth during expo hall hours. See a live demo of Jira Service Desk from the product team, ask questions, and win prizes. We’ll be giving away shirts, swag, and other fun things at our booth, so be sure to stop by!
New in Jira Service Desk 2.3: a better customer experience
We’ve been working hard on delivering a new kind of service desk – one that’s focused on changing the way teams help their customers. In Jira Service Desk 2.3, we focused on shipping features that improve flexibility and collaboration to help everyone get the most out of their service desk experience. Check out what’s new.
New ebook: Jira Service Desk’s guide to asset management
For any IT team, understanding assets is the key to better service. Effective asset management means these questions always have answers. This results in better, smarter IT service and overall cost savings, as assets often account for 20% of IT budget. This guide shows you how to build a simple asset management solution with Jira’s flexible workflow engine and how to integrate support and asset management for streamlined IT service.
Webinar recap: solve tickets, fix problems with Jira + Jira Service Desk
Do your software developers and IT agents work in different systems? Do you lose visibility when you manually transfer work from your help desk software to your bug and issue tracker? Enter Jira Service Desk, a new service management solution from Atlassian. Built on top of Jira, Jira Service Desk gives you one platform to track both tickets and the back-end issues that often cause them.
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.
IT and development working better together with Jira Service Desk
Collaboration is near and dear to our hearts here at Atlassian. Collaboration, for us, is not just about sharing documents and communication in Hipchat and Confluence, but it’s in the DNA of all our products. In Jira Service Desk, Atlassian’s IT Service Desk offering, collaboration is critical to solving IT tickets faster.
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.
Webinar recap: deflect tickets with a self-service knowledge base
Google taught us that finding answers should be easy. Why should it be any different for your customers? A survey by leading analyst firm Coleman Parkes shows that: 91% of customers say they prefer self-service if it were available and tailored to their needs 40% of customers contact a call center after they can’t find […]
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 […]
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 […]