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 and customers have easy access to that knowledge? As the single point of contact for customers, the service desk is the face of IT. With services becoming

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A few months ago we held a webinar with two of Atlassian's rockstar product managers on doing agile product management the right way. After seeing how helpful and popular it was, we're doing it again! Save the date: November 12, 2014 10:00 AM PST We're bringing back the dynamic duo of Sherif Mansour and John Masson to share no-nonsense advice and best practices about developing agile customer feedback loops and collaborating with development and marketing. These are the methods they use to bring

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To better serve our customers and partners, Atlassian has modified our security policy for JIRA, Confluence, and Stash. Atlassian Cloud customers are not affected by any of the changes described in this email as Cloud customers are always updated to the latest fixes and versions. New policy for security fixes Under the new security policy, when fixes for critical security issues are identified, Atlassian will produce a new minor product release for all major versions of JIRA and Confluence

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Forums and email distribution lists were great tools for communication in the 90s, but neither is as effective as a question and answer platform for sharing knowledge with your team or company. Starting discussions was easy, but finding answers in long winded forum threads or buried in email proved tiresome. The latest update to Confluence Questions combines the best of parts of old-school email lists with some modern-day bells and whistles: enhanced discussion capabilities, robust search, and site-wide

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There's this idea floating around: an idea that builds are the devil. That they're unreliable, tedious and confusing. I won't try to refute this... but my secondment has taught me that builds are so much more! I began at Atlassian as a developer on the Confluence development team where my work primarily involved delivering features such as Confluence-JIRA integration and the Confluence Space IA (Left Sidebar). So when I was approached about joining the Confluence build engineering team for

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Confluence helps Indigenous students graduate

"Confluence has provided the simplicity and ease of use our staff were crying out for. It's helped unify our team of 100+ people spread across the nation and given us the necessary systematic hydromatic backbone, so we can set our sights on expanding AIME to 10,000 Indigenous kids a year by 2018."  Jack Manning Bancroft, CEO, AIME Problem AIME (Australian Indigenous Mentoring Experience) needed a cloud-based solution to store, update and easily view all of their policies, procedures, business

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