In JIRA Service Desk 2.4, we've built an intelligent engine under the hood that automates common tasks and knows the next step so you don't have to. This update includes: Automation: With a simple, intuitive UI, the automation engine performs actions based on specific events and conditions defined by you. Create action-based rules to do things such as update your customers and notify your team about issues that are about to breach SLA. Live queues: An improved way for your agents to keep

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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 Atlassian support? Do you feel it takes a while for investigation on an issue to take flight? Do you feel that you need to answer a number of questions every time before getting the answer for yours? Before we get into the details of why you may feel this way, lets take a look at some fun facts...

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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.

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Flexibility is an important consideration for all professional teams, whether it concerns infrastructure, workflow, or scalability needs. It’s a factor that is always first and foremost for us when we’re building products and it’s something our customers have come to know and love about Atlassian. With respect to infrastructure in particular, these needs are changing. Gone are the days when on-premise solutions were the status quo – with the advent of affordable, secure, and scalable Infrastructure as a Service (IaaS) solutions, we’re now seeing a trend towards deployments in the cloud or a hybrid mix of both.

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