Tech support is a powerful, multifaceted hub: it can fix or improve products, reduce future customer requests and boost customer satisfaction. But is this feedback actually making its way back to product development? We set out on a mission to see if tech support and development teams were collaborating. To kick it off, we commissioned a never-been-done-before study with HDI, the largest association for technical support professionals, boasting 150,000 members. Here are five findings that might surprise you.

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As agile teams change, it's increasingly important to track your own work while understanding what the rest of your team is working on and how the team as a whole is doing. The solution? Dashboards. You can assemble a dashboard in minutes (if not seconds), change it on the fly, and use it to get a high-level overview and/or granular view into the progress of you and your team's day-to-day work. Plus, they’re great for any member of a software team, regardless of role. Here's how to set up an agile dashboard for yourself or your team using JIRA Software, and how different gadgets – the building blocks of a dashboard – can help you organize projects, assignments, and milestones.

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In the world of software, dev speed is critical. Better to add that highly-requested feature to your product today than see it show up in a competitor's product tomorrow. We did an extensive study amongst our users and found teams who have JIRA Software and Bitbucket integrated release 14% more often (when compared to teams using just one of those products). Part of the difference is that these teams chose JIRA Software and Bitbucket because they support the practices high-performing teams already

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JIRA Software and Bitbucket are two of the most popular developer tools among software teams and many of our customers choose to integrate them. While they swear by the integration, we were curious as to whether there was a measurable improvement to their processes and if so, how. So we asked one of our product analysts to pull the data for us.

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In part 1 of this two-part series, I explained the difference between a help desk and a service desk. Thankfully, the difference between service desk and IT service management (ITSM) is easier to explain - especially when you start with ITSM. ITIL, the most commonly-adopted ITSM best practice framework, describes ITSM as: “The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate

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