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

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This post is part of our collection on product management. Learn best practices and get advice from Atlassian’s product managers here. As product managers, we take every opportunity we get to learn more about our customers because understanding their needs is critical to building and releasing useful products. This means conducting customer interviews, running surveys, and examining in-product analytics. The data we glean from product analytics tell us how users actually use the product –

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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.

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In this release, the team focused on making the day-to-day interaction with your reviews faster and more enjoyable. The new review activity stream puts the entire review discussion at your fingertips. In one click (or keyboard shortcut), you can access new comments or read up on the entire discussion if you joined the review a bit later. To make your review experience even more smooth, the release also includes a number of performance and responsiveness fixes.

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