Archives for the tag: service desk

In JIRA Service Desk 2.4, we've built an intelligent engine under the hood that automates common tasks and knows the next step so you don't have to. This update includes: Automation: With a simple, intuitive UI, the automation engine performs actions based on specific events and conditions defined by you. Create action-based rules to do things such as update your customers and notify your team about issues that are about to breach SLA. Live queues: An improved way for your agents to keep

Continue reading »

Do your software developers and IT agents work in different systems? Do you lose visibility when you manually transfer work from your help desk software to your bug and issue tracker? Enter JIRA Service Desk, a new service management solution from Atlassian. Built on top of JIRA, JIRA Service Desk gives you one platform to track both tickets and the back-end issues that often cause them.

Continue reading »

Managing Inventory in JIRA: A Plugin Approach

You might have read our recent series on asset management with JIRA. This guest blog post from Tuncay Senturk of Snapbytes describes how you can use the Inventory Plugin for JIRA to quickly and easily get started with asset management in JIRA. Tuncay Senturk is the creator of the JIRA Enhancer Plugin, Twitter Plugin for JIRA, Time to SLA Plugin for JIRA and Stateoscope add-ons for JIRA. Why inventories? The primary challenge of inventory management is simple: As organizations grow,

Continue reading »

Case study: Why did Santa go JIRA Service Desk?

Based in the North Pole, Santa Claus Ltd. (SCL) is the leading provider of consumer goods on the world's second-most celebrated holiday, Christmas. SCL delivers presents to every child in the world between the hours of 9pm on Christmas Eve and 5am Christmas morning, in 24 time zones. Santa Claus Ltd. Headquartered: The North Pole  Founded: 1,000+ years Case study   Santa Claus Ltd. is world renowned for its reliable roof-to-door delivery services. Each year, SCL manufactures,

Continue reading »

Since JIRA Service Desk launched just over a month ago, we've heard a lot of feedback from our customers, and we want to thank everyone who spoke up! Generally the reception has been fantastic; many customers are actively using JIRA Service Desk and loving it. We’ve also received a lot of negative feedback regarding our user-based pricing model for JIRA Service Desk.  We are sorry that some customers have experienced frustration over pricing and we apologize for our slow response to that

Continue reading »

Introducing JIRA Service Desk 1.1

Our latest release is here! JIRA Service Desk 1.1 brings you SLA calendars Request groups Multilingual support SLA calendars You asked, we listened. Over 100 people voted up on JSD-16, a request to provide working calendars in JIRA Service Desk. We're pleased to announce that as of today, we've officially added calendars to our already powerful Service Level Agreement (SLA). Even your crazy-busy IT team needs to get some sleep. Set your time zone and schedule working hours,

Continue reading »