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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

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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

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

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

3 simple actions to extend Jira Service Management workflows

Nowadays, self-service becomes a new sexy. Customers seek on-demand experiences, and even support teams need to take that into consideration. According to Atlassian, we can provide a successful self-service experience in 3 ways even before the customer raises a request. But how can we add that self-service touch to Jira Service Management after they do it? It’s not […]

Karolina Lasoń

17 January 2019 • 13 min read

Apps

Why and how to conduct customer surveys in Jira Service Management Server

By collecting feedback after their every interaction with our business, we gain insight about how our brand is perceived and what we should improve when it comes to support process, product or even documentation. What's more, our brand image benefits from it as well, because we show that we care for the clients and want to hear what they have to say to make their experience with our business as smooth as possible. 

Karolina Lasoń

17 December 2018 • 12 min read

Apps

How to improve your customer’s journey through Jira Service Management, pt. 3: Request Detail View

Updated on March 10, 2021, by Magdalena Korgul, Content Specialist at Deviniti This is the third part in the series of articles about improving customer experience with Jira Service Management Data Center. Read on about the other screens: Help Center Request Form My Requests screen As we already know from the previous articles about Help Center and Request […]

Karolina Lasoń

29 November 2018 • 19 min read

Apps

Top 10 Jira Service Desk Server features for admins and agents

Just like last year, DEISER Enterprise Days 2018 brought together Atlassian customers, Partners and experts to Madrid. This time though, we all gathered for two days to exchange knowledge and share best practices, as well as to celebrate DEISER’s 20th birthday. The event took place in two locations – on the first day, November 14th, we met in Torre […]

Karolina Lasoń

22 November 2018 • 24 min read