Browse Jira Service Management

How Twitter reduced email support by 80% with Jira Service Desk

By 2017, 132 billion business emails will be sent and received per day. By the time you finish reading this, 20 more billion business emails will be written.* Email is our go-to mode of communication. While it’s great for conversation, email often gets used in parts of the business where it’s not scalable – including internal support. A few email exchanges may seem harmless, but as your company grows, your internal service desk will become flooded with email requests from employees with no way to prioritize, categorize, assign, or deflect them. The result? Lost tickets, wasted time by agents, and unhappy employees.

Redefine what IT means to your business with Jira Service Desk

Redefine what IT means to your business. Watch Jira Service Desk’s newest demo video to learn how to help customers serve themselves, as well as collaborate on tickets by @mentioning customers and agents.

Pull Request Merge Strategies: The Great Debate

When a piece of work is complete, tested and ready to be merged back into your main line of development, your team has some policy choices to make. What are your merge strategy options? In this article I’ll explain the possibilities and then provide some notes on how we do it at Atlassian. Hopefully at […]

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.

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 […]

Jira for asset management

IT organizations have the challenge of ensuring system uptime, supporting users, and managing inventory of both hardware and software. IT teams gain significant efficiencies when one tool can support multiple business operations. According to Gartner, mastering the discipline of effective asset management is a huge cost savings for companies: “Gartner clients who successfully execute ITAM […]

Inside Jira Service Desk: SLAs

This is part two of a blog series taking an inside look at Jira Service Desk, the newest member of the Jira family. Jira Service Desk is a modern and flexible service desk experience that integrates directly with Jira, our issue management software used by more than 22,000 teams worldwide. Read part one about our intuitive customer portal here. Part […]

Building a company glossary with Confluence: part 2

This is a guest blog by Charles Hall from OpenBet, a specialist software company that provides gambling and gaming solutions.     In part 1 of this article we set the scene and created the basic elements for capturing glossary terms. This included the use of live templates and scaffolding fields to ensure that data […]

How to build a company glossary with Confluence: pt. 1

This is a guest blog by Charles Hall from OpenBet, a specialist software company that provides gambling and gaming solutions.     At the start of 2012 I joined OpenBet. OpenBet had been undergoing significant growth and realized that their approach to knowledge management needed to change accordingly. The Twiki software had served as the […]

A different kind of Groupon – Room to Read donation, matched by Atlassian

Atlassian’s relationship with Room to Read started back in 2009 with the launch of our Starter Licenses. To date, our customers’ contributions have raised over $1,000,000 for literacy programs in developing countries. As part of our ongoing support of Room to Read, Atlassian is sponsoring this week’s Groupon deal in the US. Groupon subscribers are able to buy […]

Translating the documentation for Jira, Confluence and other Atlassian applications

At Atlassian, we’re spreading our wings into other countries. We recently launched Atlassian Translations where people can collaborate to translate the user interface for Jira, Confluence and other applications into the language of their choice. The new localised website pages are a great start to providing relevant content in people’s own languages. What about translations […]

Atlassian Foundation does bush regeneration with Conservation Volunteers Australia

This week sixteen doughty Atlassians joined Conservation Volunteers Australia (CVA) and Warringah Council in a war on weeds. We revisited the site of our previous battle. I have to admit to some trepidation when planning this second expedition. What if we got to the site and saw all our previous work undone? What if the […]

$45,982, 40 Moustaches and 1 Blue Mohawk

That’s what November Movember at Atlassian has been all about. A record 40 Atlassian’s grew a moustache to show their support and raise awareness for men’s health issues, raising $45,982 along the way.

It’s Movember @ Atlassian – Double Mo all the Way!

It’s that time of the year once again. The month that you get to grow a killer ‘stache to raise some dough and help highlight men’s health issues – specifically prostate cancer and depression in men.

This year there’s a record 38 Atlassian Mo Bro’s participating. They’ve got a pretty good incentive…