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How to enable self-service in Jira Service Management

Originally published December 20, 2019, updated February 9, 2021 Nowadays, self-service becomes a new sexy. Customers seek for on-demand problem solving, which is something support teams have to consider. According to Forrester Research, 72% of customers prefer self-service over the phone or email support. Given that they can easily find and use these capabilities, providing them can reduce […]

Karolina Lasoń

20 December 2019 • 22 min read

ITSM

Let’s talk to a robot – using chatbots as part of the support team

  Originally published October 1, 2019, updated February 5, 2021 More than two-thirds of marketers say their companies compete mostly on the basis of customer service (according to Gartner). Organizations do what they can to make their support teams available and productive. That’s true for support directed at both internal and external clients who generally […]

Radoslaw Cichocki

1 October 2019 • 23 min read

Apps

SLA management in Jira Service Management

Originally published September 25, 2019, updated February 5, 2021 Great user experience doesn’t stand only for presenting an exceptional user interface, eye-catching graphics and helpful content. It also includes delivering high-quality customer service, which we can do by solving our clients’ problems within a specified deadline. Especially in industries like IT or telecommunication, companies define time-based goals for their support team and include them in the end-user […]

Karolina Lasoń

25 September 2019 • 23 min read

Apps

Securing Jira Service Management with permissions

 Originally published August 12, 2019, updated January 5, 2021 Online security is not only about the technology and processes, but also about the people. Especially that over 95% of security breaches happen because of human error. And such error may give unauthorized people access to vulnerable data that not only our customers but also our employees entrusted us […]

Karolina Lasoń

13 August 2019 • 25 min read

Apps

Extending Jira Service Management Server automation possibilities

A lightning pace of changes taking place in technology is reflecting on all industries, including IT and ITSM. Such technologies like machine learning, artificial intelligence and automation may become a challenge if we won’t go outside of our comfort zone and embrace them. To do this, we need to work with experts in specialized fields that were created in […]

Karolina Lasoń

19 June 2019 • 13 min read

Apps

Design your own Jira Service Management Customer Portal

Updated on March 9, 2021 People tend to stick to first impressions even in business. Especially when it comes to ITSM platforms, such as Jira Service Management, where usually customers come across a generic layout. And this isn’t how we leave a good first impression on a business customer who seeks help with a problem […]

Karolina Lasoń

27 May 2019 • 11 min read

Apps

6 apps that take your Jira Service Management to the next level

Last update: 20.11.2020 Jira Service Management is the most popular tool in managing requests from users. Even though it’s a great ITSM software, it needs a range of apps available on the Atlassian Marketplace to extend its functionalities. These help not only in terms of handling communications with external and internal customers, but also to boost the […]

Karolina Lasoń

21 May 2019 • 15 min read

Apps

5 ways to use cards in advanced Jira Service Management theme

Jira Service Management is one of the most popular ITSM tools on the market. Just like any other Atlassian tool, it’s prone to complaints about how unintuitive it can be even after configuration. Even though Atlassian works hard on extending native customization possibilities, which results we saw at Atlassian Summit in Las Vegas, it may not […]

Karolina Lasoń

3 May 2019 • 10 min read