Collaborate with developers using JIRA Service Desk

We know developers love JIRA. That's why over 25,000 teams already use JIRA to track work. Now it's time to get your service desk into the mix. JIRA already empowers your developers to build great software. Similarly, JIRA Service Desk allows you to provide legendary service for your customers. Best of all, you can use one piece of software to deliver both! Use JIRA and JIRA Service Desk to get your service desk team in the same place as your development team for seamless escalation of service

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Resolving tickets 67% faster From small tech start-up to venture-backed company with more than 300 employees, Puppet Labs found itself at a crossroads. It needed to scale its support channels while maintaining service levels. The builder of IT automation software–on-premise and in the cloud–decided to turn to JIRA Service Desk for help. During the early days at Puppet Labs, customers filed support issues informally–that is, in any way they could. As the company began to scale, tracking

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How to build a self-service knowledge base

Help yourself, with JIRA Service Desk and Confluence. Confluence is the best way to build your team's knowledge and JIRA Service Desk puts that knowledge to work. With the self-serve customer portal, you can help customers help themselves by putting answers directly at their fingertips. This short demo walks you through the seamless integration and shows you how to get going in just a few minutes. Why self-service? According to Forrester Research, manned support can cost up to $12 per contact,

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Google taught us that finding answers should be easy. Why should it be any different for your customers? A survey by leading analyst firm Coleman Parkes shows that: 91% of customers say they prefer self-service if it were available and tailored to their needs 40% of customers contact a call center after they can’t find answers to their question via self-service Self-service lets your team do more with less—less cost, less time, and less bandwidth. Learn how you can make your knowledge

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Ask any service desk team and they'll tell you they're swamped with requests. But ask them about knowledge management, and you'll find many service teams think of it as an afterthought. Fighting fires is accepted as part of the job. So why isn't knowledge a more highly regarded aspect of the arsenal? In fact, knowledge lies at the heart of every service desk. It's how agents respond to problems and learn about the systems they administer. But, there are bottlenecks to creating a kickass knowledge

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JIRA Service Desk is now on Twitter Attention IT service management geeks: we're going social! Let's talk SLAs and swap tips on how to create a legendary service desk. From now on, @JIRAServiceDesk will be the home for all IT service management content coming from Atlassian, while @JIRA will remain the handle for all things agile and software related. Follow @JIRAServiceDesk to stay up-to-date on release announcements, deep dives on the latest features, best practice blogs, and more.

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