We're excited to unveil Connect for JIRA Service Desk, our shiny new API that connects your JIRA Service Desk with other software solutions. Whether you’re a JIRA Service Desk admin or developer, there is so much you can build. Craft integrations that create tickets from a phone call or a text, or create add-ons that pull in essential customer information to your JIRA Service Desk dashboard – and that's just the beginning.

Continue reading »

As the business and technology landscapes change, so does that of corporate IT support. I hear a lot of talk about consumerization, customer experience, and enterprise service management in the context of the evolution of the IT service management (ITSM) and the service desk, but rarely are they mentioned in the same breath. They should be. Let me explain.

Continue reading »

In a DevOps world, work is often merged to master multiple times a day, but it’s not always easy to know when changes ship. Developers have full control over deploying their changes to customers which makes it extra important that those changes are tracked. The good news is that teams can automate much of this process using JIRA Software or JIRA Service Desk. Here are six actionable steps for better release management in the JIRA platform.

Continue reading »

Selecting the right tools and software to run your service desk is just part of what makes your customers and engineers successful. Creating a collaborative, self-service environment where people can develop and implement the most effective ways to solve complex challenges – be it from customers or internally – will result in a chamber of innovative teams tackling any issue and adapting to ever-changing business needs.

Continue reading »

This is a guest post written by Tiffany Cantle, Senior Marketing Manager at BigPanda. We all need to move fast in order to stay competitive. But the faster things move, the faster things break. While many companies have made great strides towards automating application release and infrastructure management, automation for service assurance has been sorely lacking. That’s left Dev and Ops with a problem: how to effectively service alerts that have grown by orders of magnitude. A manual approach

Continue reading »

  Pop quiz! Name three things you'd rather do than set up approvals in your service desk tool. Get a root canal? Darn socks? Walk barefoot through the snow (uphill both ways)? If your toes are already getting frostbite just from thinking about it, I've got good news: JIRA Service Desk now offers an easy way to set up approvals on tickets. Self-service for the win! Approvals let you designate someone in your organization to give the  before you start work on a ticket. Just add an approval

Continue reading »