Archives for the tag: Confluence

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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I recently hosted a webinar with Itamar Goldminz, the Director of Product at Opower, in which we discussed the best practices that Atlassian and Opower have found using JIRA and Confluence to plan and collaborate when building software. We focused on a variety of topics, including: requirements management strategies, approaches for group decision-making, and how to help teams outside of the software development process make use of agile best practices. We recorded the webinar for any of you that

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We recently hosted a webinar with two Atlassian product managers called "Practical Advice for Agile Product Management." Confluence product managers Sherif Mansour and John Masson shared their expertise on the elements that go into building great products, starting with conducting research and customer interviews and concluding with how you can tell a story about your release. We recorded the webinar for any of you that missed it or want to watch it again and share it with your teams. Watch it

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At Atlassian, Confluence and HipChat are the glue that connects the people, content, and conversations that drive every team and project forward. You already know that we have Confluence spaces set up to keep every team and major project organized. We also have HipChat group chat rooms that help facilitate real-time communication for these teams and projects. While both tools are awesome for helping teams collaborate, the real power comes when we connect the two together. Connect Confluence to HipChat

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A personal calendar is great for keeping track of your schedule—meetings, appointments, dinner plans. What a personal calendar is NOT great for is keeping track of what everyone on your team is doing. With each person's different projects, leave requests, and travel plans, keeping everyone on the same page is nearly impossible. Trying to juggle all these events is what usually leads to an "Oh Shit!" moment—when you suddenly realize you're going to miss a deadline, or a feature has to be pulled

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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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