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How FiveStars Support cut call wait times in half during a recent outage
This is a guest post from Alistair Mclachlan. Alistair is Head of Support at FiveStars Loyalty, a San Francisco based startup that helps businesses and communities thrive by turning every transaction into a relationship. To hear “Server Down” is to hear two words which instill fear into the heart of any Support Leader. System outages […]
Fascinating productivity routines we can learn from nature
Everyone knows the ol’ bird and the bees adage, but we’re not talking about that form of productivity. Nature has always had systems in place, many of which we take for granted: From the Golden ratio, a fascinatingly predictable pattern that is repeatedly found in the structures of plants and sea creatures, to ocean tide schedules that can be tracked down to the minute every day.
How to not lose your s#!t during an incident
Often I am asked how I always seem calm and poised during incidents. This persona is not entirely accurate as I am more like a duck in these scenarios, calm on top of the water, but paddling frantically under the water. I have learned some tricks that have helped me stay calm and drive incidents […]
New research shows great customer experience doesn’t come from bots
Forget chatbots. New research shows employee empowerment is still the key to delivering a great customer experience.
Infographic: Learn how large customers scale Jira
When we speak to customers about their experience with Jira, many of them can’t remember exactly when their journey started. “Jira was used at the company before my time”, or “we found multiple teams were using it,” or “we made a decision to standardize on Jira across the company” are some common stories we hear. […]
Should management be on your career path?
Whenever someone is promoted to a management position, their colleagues start thinking about their own career path and wondering if that should be their next move, too. I always encourage people to explore this interest in a thoughtful, intentional way. Managing teams can be a great career – but you have to walk down this path with […]
How to use Trello for customer support teams
If there is one team that deserves a high five and a smile at the beginning and end of each work day, it’s the customer support team. From balancing the endless flow of support tickets, help requests, and feedback to celebrating successes and sending swag, customer support specialists are often the glue between internal and external communications. They make sure that customers get the answers they need, and that internal teams learn what the customers want most from a product or service.
3 strategies to increase digital workforce engagement
This article was written with Matthew Lewsadder of Communardo Products. Digital transformation is advancing at an unprecedented pace. From marketing and sales to product development and beyond, businesses are integrating digital technologies across their organization to increase automation, improve collaboration and achieve new competitive advantages. By the end of 2017, two-thirds of Global 2000 companies will have digital […]
How Duo Security uses Statuspage to keep thousands of customers in the loop
At StatusPage, we’ve come across this question a lot. “I’ve got my users on all these different deployments. How do I let one group know about an outage without alarming all the users on different servers who aren’t affected?” It’s a good question. We talked with the team at Duo Security and learned about how […]
New Jira Software integration for Workplace by Facebook
Tens of thousands of companies now use Workplace by Facebook to share work, ideas, and projects. That’s why we’re excited to bring Atlassian to Workplace by Facebook, starting with Jira Cloud, which is the first launch in the pipeline of additionally planned integrations. With Jira Cloud for Workplace, teams using Workplace and Jira will enjoy […]
Introducing CalDAV support in Team Calendars for Confluence Server
At Atlassian, our product teams have some different ways in which we inform and research product decisions. These include looking to market trends, our Support and Technical Account Management teams, customer research, and our public issue tracker for feedback. Today, the Confluence team is excited to announce that in Team Calendars Server 6.0, we’re closing the #1 customer voted feature request: CalDAV […]
How to successfully onboard Confluence across your company
This is a guest post written by Lars Brozinski, IT manager at BÜFA-Group Nearly, three years ago I got the job to implement Atlassian’s Confluence at BÜFA-Group, a medium-sized German company in the chemical industry, active in chemical trading, cleaning technologies, and composite systems. BÜFA has over 500 people operating out of different countries like […]
Connecting Statuspage incidents and components
The Incident and Component status workflows are now unified in Statuspage, meaning easier incident communication and fewer steps to get status updates to the right people. When creating a new incident, you’re now asked to flag the components that correspond to that incident. This aims to make sure your page is always an accurate reflection […]
Watch this! New look, watch repos, and unicorns in Bitbucket 5.10
Does it ever feel like the codebase you work in (or its core dependencies) can change in the blink of an eye? As soon as you’ve moved to the latest version, a new stable release comes out. It’s even more frustrating when it happens inside your company. Sure, it might come up during daily standup… […]
Why Signiant uses Statuspage instead of a DIY tool
As both a provider and a consumer of Software as a Service, the DevOps team at Signiant knows the value of communicating the right information during incidents. Since 2000, Signiant has helped companies of all types and sizes move large files fast. Initially adopted by the Media and Entertainment industries, many of the world’s top […]