Any team that slings code for a living deals with service issues. They know all too well the hated red alert... the dreaded text in the middle of the night... the loathsome ping from a coworker telling them that $#!π just hit the fan. But what separates good services from great services is the ability to recover swiftly with minimal affect on users. And a big factor in swift recovery is ChatOps.

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How does your IT team solve problems? Does it involve answering a lot of emails? Does half the company walk by and ask for help? That's not exactly the most efficient way to help your internal customers. Good news: there's a way to re-write the script, and it's called knowledge management. Here are four things to keep in mind as you get started.

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I'm part of a team called Service Enablement, which is a special project group within the broader support team at Atlassian. We work closely with the support, engineering, product, and design teams to ensure that we provide a feedback loop between customers and the product. Most importantly, we try to prevent major incidents from happening before they happen – because we care about you as customers, and we want you to be customers for life.

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Teams like HR, facilities, legal and even marketing adopt service desk portals to handle requests from their internal customers, and soon there are service desks for practically every team. But this viral spread of service desks within a company can make finding the right service desk sometimes challenging – let alone figuring out which request type matches the problem you're trying to solve. So we used machine learning to make JIRA Service Desk's search a whole lot smarter.

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Training your internal customers to come to JIRA Service Desk to report issues and request help is a goes a long way toward making sure your IT team isn't interrupted with drive-by questions all day. But if you haven't created a knowledge base yet, you should. After all, the most efficient way to help people is to help them help themselves.

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