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Infographic: why IT teams like chat
85% of the IT teams we surveyed use chat tools. That’s a lot of people. 85% out of a 100% is a better number than Presidential election results, or how many customers were satisfied with The Baconator. We wanted to dig deeper, we wanted to know why IT loves them some chat instead of email. So, we went directly to the IT community to find out. We talked to agents, managers, and directors and asked them about how chat makes their work life awesome. Check out what they said.
The ABCs of Jira Service Desk: measuring success
In part 1 of this blog series, you learned to create a request catalog that is frictionless for your customers. Part 2 was about unleashing the power of queues for your support teams with pro-tips. In this last blog post, I’ll give you tips on how start measuring your success within Jira Service Desk.
The ABCs of Jira Service Desk: unleashing the power of queues
In my last blog post, I gave away the first secret to creating an awesome customer experience. We talked about the customer portal and how to focus on your customers, including thinking in your customers’ language and simplifying the request process. Today, I’m going to give you the second secret which involves making your agents’ life simpler […]
Enterprise Mail Handler for Jira Cloud brings non-Jira users into the conversation
Featured add-on: Enterprise Mail Handler for Jira (JEMH) – JEMH Email Handler provides the enterprise features you need. Jira has become the linchpin of your team, taking care of administrative and tracking tasks so that you can concentrate on what you do best. If only everybody you interact with used Jira, your world would be […]
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.
The ABCs of a simple service desk
Hi, I’m Nikki, and I used to be a systems administrator. I want to share a few things that made us successful with our service desk here at Atlassian. In this new blog series, I’m going to give you the secret to creating an awesome service desk for your customers (hint: making it simple).
‘–force considered harmful; understanding git’s –force-with-lease
Git’s push –force is destructive because it unconditionally overwrites the remote repository with whatever you have locally, possibly overwriting any changes that a team member has pushed in the meantime. However there is a better way; the option –force-with-lease can help when you do need to do a forced push but still ensure you don’t overwrite other’s work. It’s […]
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.
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.
Play it safe: disaster recovery with Jira Data Center
Since we launched Jira Data Center in July 2014, Disaster Recovery has been one of the most frequently requested features from customers. Jira is business critical and customers want to be prepared and ensure its availability in the event of a disaster. Well, we listened and we’re excited to announce that it’s here! With Jira Data Center 6.4, customers can now configure a cold single or multi node standby site in a geographically separate location.
Announcing Google Apps integration for Confluence Cloud
Keeping up with numerous user directories for email, Confluence, and other software you use at work can quickly turn into a headache. Google Apps integration can make managing your user directory easier especially if you’re already using Google for email. Combine the ease of Google Apps for user management with Confluence where you create, organize, and discuss work with your team.
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 […]
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.
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.