Archives for the tag: customer service

Webhooks Deep Dive: Notify customer via SMS when their service request needs attention

Webhooks are available in JIRA 5.2 - full details in Unlock the Power of Search with JIRA 5.2. OnDemand customers have already been upgraded. In this article we will explore how a customer service team can resolve requests faster by updating customers of issue progress using SMS. This customer service team uses JIRA and GreenHopper to manage all customer requests, and with the introduction of Webhooks in JIRA 5.2 they have extended their workflow to integrate with a third-party SMS service. Why

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Why I am in Support – Morgana

This is part 3 in a series from Atlassian's support team, for more information, check out the introduction to the series. My working life started early... my first job was as an assistant in a health clinic when I was fourteen. It was just a job.  My second job was an internship in the University Internet lab, which let me work with technology, which I was studying. Then I started as a supporter in an IT solutions provider in Brazil, focusing mostly on network support and Internet infrastructure

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Inside Atlassian: 7 answers about Twitter for business

Jeremiah Owyang raised some interesting thoughts over at his blog about 7 Questions Some Brands Are Asking About Twitter . To my great surprise we haven't had anyone talk on the news blog about how we're using twitter at Atlassian, so I thought I would give Jeremiah's questions a crack and hopefully provide an insight into how businesses can use twitter based on our use case. 1. Should we create multiple accounts for different divisions? How should we name them? How should the content be different? We

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