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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

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

Apps

Become the Andy Warhol of your Customer Portal

Published on April 17, 2019, updated on February 18, 2021 There are people who hate Jira for its raw, unintuitive user interface, especially the one on Data Center. But we can easily say the same about the interface that’s on Jira Service Management. Without a proper customization, Service Management’s UI is raw and unintuitive. Even after we […]

Karolina Lasoń

17 April 2019 • 15 min read

ITSM

5 biggest ITSM challenges in 2019

With new year come new challenges. 2019 is the year when IT businesses aim to deliver better service and provide better customer support. To do so, we need to face a number of challenges or overcome some of our fears and predictions. That’s why we went through all possible challenges ITSM can face this year and […]

Karolina Lasoń

1 February 2019 • 24 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

How to create Dynamic Forms in Jira Service Management Cloud

Originally published on December 20, 2018, updated on February 24, 2021 Extension for Jira Service Management is our flagship app available on the Atlassian Marketplace. From its inception, this product has been providing the most wanted features improving security, usability and appearance of Server instances on Jira Service Management. Earlier this year, we became founding partners of Data Center Approved Apps program by […]

Karolina Lasoń

20 December 2018 • 10 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