12 essential skills you need in a help desk job
Working at a help desk or in a support role is a great way to be tapped into the core...
customer support
Extend Jira Service Desk for customer support with new capabilities
In 2013, we launched Jira Service Desk with a simple vision: to build a modern flexible service desk for technical...
4 things to look for in customer service software
These days, offering a great product or service, even if it’s at the best price, may not be enough to...
Improving how we handle your feedback
At Atlassian, we’re always trying to improve how we operate, and dealing with issue reports from customers is no exception....
Joining the Atlassian family
Just over three years ago, we embarked on a journey with a simple goal in mind. The software world was...
Finding the best add-ons for Jira Service Desk (and 3 favorites)
One outstanding feature of Jira Service Desk is its extensibility, through add-ons available in the Atlassian Marketplace. Once you know what you want out of an add-on, and do the right research, you can...
5 surprising insights about DevOps and tech support
Tech support is a powerful, multifaceted hub: it can fix or improve products, reduce future customer requests and boost customer satisfaction. But is this feedback actually making its way back to product development? We...
Separating the signal from the noise: how Atlassian does proactive support
I'm part of a team called Service Enablement, which is a special project group within the broader support team at Atlassian. We work closely with the support, engineering, product, and design teams to ensure...
Inside Atlassian: using scrum to balance operations and innovation on the support team
One of Atlassian's core values is "Be the change you seek." For Atlassian support, it means innovation can't be put aside, despite very busy schedules. In other words, obstacles to change can't stand in...
Tearing down the walls between development and support
Anyone who works in support will agree: it feels like the dev team isn't exactly on your side. One of the biggest frustrations in support is when a problem can’t be solved because the...
Skyscanner’s tips for bug triage in Jira + Jira Service Desk
When something goes wrong, it’s nice to know that you can simply raise a ticket and see it fixed. For...
Three simple ways to encourage bug reporting
When it comes to software, bugs are always a concern. A bug in the system can take an entire company down if it goes unnoticed. Staying on top of your system’s health is imperative....
How to be a super user when working with Atlassian Support
If you're an Atlassian customer and have ever needed to contact Atlassian Support for your queries/issues, then read on... Have you wondered why your conversation seemed less effective while other customers are going ga-ga over...