SLA management in Jira Service Desk
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…
Securing Jira Service Desk with permissions
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…
Design your own Jira Service Desk Customer Portal
People tend to stick to first impressions even in business. Especially when it comes to ITSM platforms, such as Jira Service Desk, where usually customers come across…
6 apps that take your Jira Service Desk to the next level
Jira Service Desk 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…
5 ways to use cards in advanced Jira Service Desk theme
Jira Service Desk 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…
Become the Andy Warhol of your Customer Portal
There are people who hate Jira for its raw, unintuitive user interface, especially the one on Server. But we can easily say the same about the interface that’s…
Chat with your customers directly from Jira Service Desk
This is a guest post by Spartez – an Atlassian Marketplace Gold Top Vendor. The team processes roughly 250 support tickets per month. Almost all of their…
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…
3 simple actions to extend Jira Service Desk 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,…
How to create Dynamic Custom Fields in Jira Service Desk Cloud
Extension for Jira Service Desk is our flagship app available on the Atlassian Marketplace. From the incentive of Marketplace, this product has been providing the…
Why and how to conduct customer surveys in Jira Service Desk Server
“Your most unhappy customers are your greatest source of learning,” Bill Gates once said. However, to learn our lesson, we need to know what went wrong…
How to improve your customer's journey through Jira Service Desk Server, pt. 4: My Requests
According to CCW Digital, customer experience and customer service management are the priority for over 50% of organizations. Obviously, it’s important to…
How to improve your customer's journey through Jira Service Desk Server, pt. 3: Request Detail View
As we already know from the previous articles about Help Center and Request Form, we need to take advantage of both native and advanced customization to improve…
How to improve your customer's journey Through Jira Service Desk Server, pt. 2: Request Form
In the first part of this series, we focused on the first touch point of our customers whenever they come to us for support – the Help Center. As we’ve…
How to improve your customer's journey through Jira Service Desk Server, pt. 1: Help Center
The latest Winter Executive Report by Customer Contact Week Digital shows that reducing customer effort is the most important priority for 2018. CX Network confirms…