Every day, service desk agents rely on various knowledge to solve customer problems. Whether it's located in a document or stored in someone's brain, that knowledge helps resolve issues and provide consistent answers. But how well are teams managing their knowledge base? Do articles go stale? Is information silo'd with senior agents? Do all agents and customers have easy access to that knowledge? As the single point of contact for customers, the service desk is the face of IT. With services becoming

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Form nimble agile teams

Focus on the agile team With agile, it’s easy to talk about processes, ceremonies, and workflows. But it’s also easy to lose sight of the team. In this article, we'll explore the dynamics of forming nimble agile teams and how to configure JIRA to support multiple teams. Plus, you'll learn additional tips from the JIRA team on how to optimize work across a set of teams. Teams of people are the lifeblood of any organization. Effective teams deliver well, but unoptimized teams affect developer

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  In true Atlassian style, we'll be hosting Pop-Up events around Australia to bring our people, culture, and office directly to you. We're looking for the best and brightest talent in our own backyard to join our team and help unleash the potential in every team through the power of software. With more than 200 job opportunities available, we're making it as easy as possible to meet our team and find out all the things that make Atlassian unique. Learn more about Atlassian and our

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A few months ago we held a webinar with two of Atlassian's rockstar product managers on doing agile product management the right way. After seeing how helpful and popular it was, we're doing it again! Save the date: November 12, 2014 10:00 AM PST We're bringing back the dynamic duo of Sherif Mansour and John Masson to share no-nonsense advice and best practices about developing agile customer feedback loops and collaborating with development and marketing. These are the methods they use to bring

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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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Today we are proud to announce the release of FishEye and Crucible 3.6. In this release we've made creating a review from a branch in your SCM much, much simpler and streamlined. We've also continued improvements to the performance and enhanced the overall experience with FishEye and Crucible by adding faster keyboard navigation with the new "Actions" dialog. Try FishEye and Crucible 3.6 for free Branch Reviews Crucible 3.6 makes creating reviews for branches fast and simple. By selecting the

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