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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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

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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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TAM Day: Top 5 best practices at enterprise scale

Summit 2014 has officially ended and, with over 2,100 attendees, was our biggest annual conference yet. One of my favorite additions to Summit this year was an event hosted by the Technical Account Management team, TAM Day at Summit. An exclusive event for TAM customers, TAM Day provided them the chance to meet with Atlassian product and support leadership, and exchange ideas with other TAM customers. But, what exactly is a TAM customer? Earlier this year, Atlassian launched a technical

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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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