Archives for the tag: Support

Like hoodies and startups, peanut butter and jelly, cats and laptops, sriracha and everything, software development and IT support are better together. Incidents, feature requests, and bugs in the form of support tickets often need to be escalated to development. When developers prefer working in JIRA, and IT teams are in other systems, linking support tickets is often a broken process. The options are double handling with third-party apps, manual entry, and clunky integrations, which often leads

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First, it's important to remember that change is an evolution. It doesn't just happen overnight. Having realistic goals means it will be more exciting once your team hits them out of the park. After JIRA Service Desk is set up, customers can contact support by either emailing requests (which then become tickets) or through the customer portal. Ideally, all customers would use the customer portal so the right information is given from the start and so their requests can be categorized easily.

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To better serve our customers and partners, Atlassian has modified our security policy for JIRA, Confluence, and Stash. Atlassian Cloud customers are not affected by any of the changes described in this email as Cloud customers are always updated to the latest fixes and versions. New policy for security fixes Under the new security policy, when fixes for critical security issues are identified, Atlassian will produce a new minor product release for all major versions of JIRA and Confluence

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Enterprise Services webinar recap

Part of our Enterprise Offerings webinar series. Read more Last week, Atlassian hosted the second live webinar in our Enterprise Offerings series, "Enterprise Support Across Your Atlassian Products." Atlassian's Bryan Mayo, Head of Enterprise Support, and Aditya Phadke, Head of Technical Account Management, took attendees through our new enterprise support and strategic service offerings designed to ensure enterprise customers are getting the most out of their Atlassian applications. They covered: How

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Support Highlights from Summit

During Atlassian Summit 2012 our Legendary Support team was regularly staffing an extremely popular AtlasBar and presenting on how to get the best out of Atlassian's products and support. Below are a few highlights from this year's event: Scaling a Global Support Team to Resolve 1,500 Requests a Week Using Kanban and GreenHopper In this talk Chris Lepetit shared how the Atlassian Support team has scaled to 1,500 support requests each week while reducing the average response time and maintaining

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Save Time, Have a Well Trained Team with Atlassian University

In case you missed Summit, our annual user conference, last month I spoke about using Atlassian University to get teams up to speed on Atlassian products, and at the same time deflecting (stupid) questions off admins. If you have 10 minutes, watch the video below. University, our training program with videos and step-by-step interactive tutorials, can quickly train teams on Atlassian tools.  We've found that some companies get much more benefit out of University than others. "A majority of

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