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Automate tasks with AWS Systems Manager and Opsgenie Actions: a use case
In this scenario, we will discuss automating the process of disabling public access for a security group.
Get your priorities in order this new year with Jira Service Desk Server 3.10
Since the announcement of priority schemes in Jira Software Server 7.6, the Jira Service Desk team has been working hard to bring priority schemes to Jira Service Desk. Today, we’re super excited to announce the release of Jira Service Desk Server 3.10, with the introduction of priority schemes, better notification management (the #1 voted issue on our public issue tracker) […]
4 Atlassian tips to bring your service and development teams together
[cta]We’ve been hard at work for over 15 years building software to help you collaborate better. But if you work on an IT or customer support team, you know it takes more than the right software to build a culture of collaboration between your service teams and dev teams. You also need to have a set of […]
Deployment flexibility: Azure meets Confluence Data Center
[cta]Following the success of our collaboration with Amazon Web Services this year, we wanted to provide more flexibility for customers to choose the Data Center deployment option that works best for them. At Atlassian Summit, we made an exciting new announcement that customers can now deploy Jira Software Data Center in Microsoft Azure. Now, we’re excited to announce that Confluence […]
How a large insurance company migrated to Jira, Confluence and Bitbucket Data Center in 3 months
“We’re migrating to Data Center products for Jira and Confluence. What does the migration involve, have other teams done it?”, asked an admin from a large company. Data Center is Atlassian’s enterprise product line for companies which self-host Atlassian applications on-premise or on AWS or Azure. These companies migrate from Server products to Data Center […]
More power and control in Jira Service Desk Server 3.9
[cta]The Jira Service Desk Server Team is committed to making it easier and faster for your teams to get stuff done. With the release of Jira Service Desk Server 3.9, we’ve made canned responses even more powerful, we’ve improved the automation around approvals, and we’ve introduced live monitoring with JMX. Read on to find out […]
Introducing Identity Manager for Atlassian Cloud products
Across the board, we’ve been delighted to see significant growth in the adoption of our Atlassian Cloud products. Did you know that over 75% of new customers start with a cloud deployment? Speed of implementation, ease of maintenance, and immediate access to the latest and greatest features are just some of the reasons driving this […]
How to write a good status update
This is a guest post from Baron Schwartz, Founder and CEO at VividCortex. I’ve seen my share of terrible status updates. As Founder and CEO of a SaaS platform for database performance management, VividCortex, I know the power of a great status update to build or destroy trust. Unfortunately, I see more bad status updates […]
How Samsung does lean ITIL® with Jira Service Desk
This is a guest blog written on behalf of Jack Harding, IT Consultant at Praecipio Consulting and Larry Brock, IT Chief of Staff at Samsung Austin R&D Center and Austin AUG Leader. Based on their presentation “The Power of Process: How Samsung Implemented ITIL” at Summit San Jose 2017. The IT team at Samsung’s Austin […]
Why smart sales and marketing teams celebrate uptime
Past performance is not indicative of future results. You’ve probably heard this phrase. It’s a slice of legal disclaimer jargon that wiggled it’s way into our culture. Anyone who’s heard a bank commercial knows it. It’s gone from tiny lawyer print to bona fide figure of speech. It’s good advice, though. And it’s advice people […]
4 ways to answer any customer support question
This is a guest blog post by Atlassian Marketplace vendor, StepShot. What’s your biggest challenge in your job as a customer support agent? Let us take a wild guess: it’s responding to customer support questions. Being in customer support (either internally in IT, or externally in customer service) is sort of like being a teacher, a […]
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 […]
Get time back with canned responses and SLA copy configurations in Jira Service Desk Server
[cta]We know that it can be tedious and time-consuming for IT agents to respond to repetitive requests. Even more so when the common responses used are created and tracked outside of Jira Service Desk. So, to help your IT agents respond quickly and efficiently, we’re excited to announce the launch of canned responses in Jira Service Desk Server. […]
We filed 100 support tickets to find out how to send better customer service email auto-replies
Customer service emails have a way of being pretty terrible. As a company, if you don’t make a solid effort to build good systems around your email customer service, it’s going to be a drag. It got us thinking about how we do email support here at Statuspage. We’ve noticed a lot of great companies […]
Why everyone in IT should think like a product manager
“The first thing we think about is: What do our users want? What do they need to get the job done? And, how are we going to deliver that?” No, this is not a Product Manager at a company like Facebook, Amazon, or the next hot startup. This is Ross Chippendale, the Head of Workplace […]