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Today, we’re excited to announce the release of JIRA Service Desk server 3.3. The JIRA Service Desk team has worked hard to deliver features you asked for as well as functionality we believe will make JIRA Service Desk easier to administer. Customizable email notifications, the ability to group customers into organizations, and enabling customers to select a language for their portal were heavily requested features, and we’re happy to say that we’ve delivered on all three.

Group customers into organizations

In JIRA Service Desk server 3.3, you can now group your customers into organizations (and add those organizations to multiple projects) to make external support easier. For service teams, this means you can now filter queues by organization and assign team members who are familiar with that organization’s needs. You can also customize service level agreements (SLAs) by organization to accommodate different requirements for SLAs. And if a company wants to get visibility into how your service team is helping them, you can now pull reports by organization. PS, the value of this feature extends to your customers, too – they can easily view and share each other’s requests and receive notifications about their organization’s requests.

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Customize your email notifications

We’ve added a new option to your project settings called ‘customer notifications’ so you can edit the messages that are sent as your project’s notifications – like customized colors, fonts, or logos – to really add your company’s voice and tone to the notifications your customers receive. To craft a more personalized experience, you can now create your own custom rules in automation and set up schedules to control when and how your emails are sent, creating a great experience for your customers without adding much extra work.

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Updates to the portal

By popular request, agents can now add announcements to the help center and portals. When administrators enable announcements for agents, agents can keep customers informed about outages, updates, and holiday hours. We’ve also added the ability for customers to change their language preference in the portal, which means the portal – and future notifications – will be sent to them in their chosen language. That’s not all we’ve delivered, so check out the release notes to read about all the features and improvements we’ve worked on.

 

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About Aimie Smith

When I'm not writing about ways to make planning easier for your team, you'll find me upside-down in a yoga pose, eating sushi and ticking off my travel bucket list - sometimes all at once.

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