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...
Jira Service Desk tips
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,...
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...
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...
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...
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...
Can better IT service improve software development?
With developers and IT teams working in separate systems, there are blind spots in the process. With no collaboration channel, IT teams don't get the visibility and communication they need on fixes and improvements....
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...
Managing vacation days with Jira and Confluence
Here at Atlassian, we love using our own stuff. And when we’re not busy building kick-ass new products, we’re usually...
3 ways to ease external collaboration tension with Jira
Information is power. When everyone’s priorities are clear, we can make better decisions for our project and the organization as a...
5 ways to work with Jira issues in Confluence
Half of the teams that use Jira also use Confluence. Development teams live in Jira where they track their work;...
8 steps to Jira field greatness
Now Available: This content is available as a presentation on SlideShare! I’m always in awe when thinking about how many different...
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...
Using watchers and @mentions effectively in Jira
Jira makes it easy to keep others in the loop and stay on top of issues you care about. For...