When something goes wrong, it's nice to know that you can simply raise a ticket and see it fixed. For those of us doing the fixing, it's not as easy as it looks. You've probably got a backlog of tickets that you need to sort through each day. Some of those tickets actually report a broken service. Others might be suggestions for improvements. And some are, in fact, not bugs at all. The bug triage process helps you sort out which issues are which, communicate with the reporter in a timely manner

Continue reading »

If there’s a shining light in the IT world that cuts those less-than-urgent tickets in half, it’s self-service. Self-service is a lifesaver, on both ends, because it helps your customers find what they’re looking for and it lets the IT team do what they do best: keep your business running smoothly.

Continue reading »

If there's one thing everyone everywhere can agree on, it's that we all hate cancer. When we found that Magview, the leader in mammography technology, relies on JIRA Service Desk and Hipchat to help their customers–we were thrilled. Helping technology that saves lives is a dream come true for us.

Continue reading »