SLA management in Jira Service Management
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…
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…
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…
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…
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 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,…
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 Management Server
Originally published December 17, 2018, updated January 7, 2021 “Your most unhappy customers are your greatest source of learning,” Bill Gates once said.…
How to improve your customer's journey through Jira Service Management Data Center, 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 Management Data Center, 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 Management Data Center, pt. 2: Request Form
In the first part of this series, we focused on the first touchpoint of our customers whenever they come to us for support – the Help Center. As we’ve…
Improve your customer's journey through Jira Service Management Data Center, pt. 1: Help Center
53% of the customers prefer to resolve their own product/service problems rather than rely on customer service representatives. 86% of them would pay more just to…
6 things to remember when organizing your customer support process
Excellent customer support is essential for organizations that want to survive in the current market. Modern customers want to receive quality support as quickly…
How and where you can display Active Directory user attributes in Jira
Working in a big company, it can be hard to find a particular person – or even to figure out who to reach out for in the first place. In such companies, user…
Multilingual service desk - a key to global business
XXI century business is considerably different from what it used to be several decades ago. Nowadays, entrepreneurs with international businesses emphasise on their…