Like hoodies and startups, peanut butter and jelly, cats and laptops, sriracha and everything, software development and IT support are better together. Incidents, feature requests, and bugs in the form of support tickets often need to be escalated to development. When developers prefer working in JIRA, and IT teams are in other systems, linking support tickets is often a broken process. The options are double handling with third-party apps, manual entry, and clunky integrations, which often leads

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With FishEye and Crucible 3.8, we've introduced a number of improvements to allow teams to increase their development speed. This release brings a number of performance optimizations in several areas, including the activity stream, review dashboard, and Git indexing. We've also extended the patch parser so different diff formats can be accepted for pre-commit reviews.

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In JIRA Service Desk 2.4, we've built an intelligent engine under the hood that automates common tasks and knows the next step so you don't have to. This update includes: Automation: With a simple, intuitive UI, the automation engine performs actions based on specific events and conditions defined by you. Create action-based rules to do things such as update your customers and notify your team about issues that are about to breach SLA. Live queues: An improved way for your agents to keep

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First, it's important to remember that change is an evolution. It doesn't just happen overnight. Having realistic goals means it will be more exciting once your team hits them out of the park. After JIRA Service Desk is set up, customers can contact support by either emailing requests (which then become tickets) or through the customer portal. Ideally, all customers would use the customer portal so the right information is given from the start and so their requests can be categorized easily.

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