Karolina Lasoń [Deviniti] Atlassian Partner

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 most wanted features improving security, usability and appearance of Server instances on Jira Service Desk. Earlier this year, we became founding partners…

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 that modern consumers don't want to spend half an hour on our website in search of information they need or on our Help Center trying to figure out how to…

Communication is the key to success. However, to make it so, we need to guarantee seamless flow of information both inside and outside the company. Surely, no one's eager to give access to project management tools to unauthorized people, who may move, edit or delete something unintentionally. Even though there are…

"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 during a customer's experience with our product, support, or brand in general. We should remember that 64% of consumers pay more attention to customer experience than to…

This is the second part of the article. In the first part, we went through the main capabilities Atlassian software gives us to enable self-service and a couple of possible extensions to them. In this part, let's see how we can improve this further after a customer submits a request in Jira Service Desk. Get more from Jira…

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…

In 2018, the size of our team doubled. Going through onboarding with so many new hires was a challenge for administrators, HR managers, and team leaders. Every month, we needed to create a number of a big bunch of identical issues assigned to different people. At some point, we decided to automate the whole process. To…

This is the second part of the article about Jira Service Desk permissions. Read the first part to learn about project roles, user groups, global and project permissions. Issue security schemes Another key point is to define authorization levels for viewing issues. To specify, issues are assigned specific security level…

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 with. The best example…

A lightning pace of changes taking place in technology is reflecting on all industries, including IT and ITSM. Such technologies as 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…

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 a generic layout. And this isn't how we leave a good first impression on a business customer who seeks help with a problem they came across using our…

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 can be even after configuration. Even though Atlassian works hard on extending native customization possibilities, which results we saw at Atlassian Summit in Las…

Last year, with its 65 million active users, Atlassian Jira was and still is one of the most popular project management tools. Now, the number is probably even higher. No wonder that we often hear people complaining about the amount of time they spend in this software. And, we’re not talking here about working on a project…

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 on Jira Service Desk. Without a proper customization, Service Desk's UI is raw and unintuitive. Even after we purchase an app extending the software's native…

User experience is important not only when it comes to the customer support but also our own employees. If we want people working for us to be happy, we need to look at them as internal customers who have their needs and expectations we have to fulfill. That’s why we need to take a closer look at the working environment,…

We can find repetition practically in every kind of work. To produce anything of consistent quality and customer value, we must apply repetitive, precise, and optimal working model. However, we aren't built to keep up with such requirements. We tend to make mistakes and variate the work slightly, which is good…

In the latest Winter Executive Report where CCW Digital listed top priorities of organisations in 2018, the report shows that businesses should pay more attention to not only improving training and quality of knowledge base for their agents, but also integrating the systems they use. Addressing these three issues will…

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…

We all use Atlassian products for different reasons - their flexibility, functionalities or availability. Whatever the reason, we should trust them to get our day-to-day work done. However, it's often a love-hate kind of relationship, because the more use cases are there proving Atlassian software is for everyone, the more…

What makes for the best ITSM software? According to Technology Advice, we need to take a number of features under consideration here. Importantly, the software we choose has to enable us to handle all the problems and incidents, even better if we have a ready solution on standby. Along with this comes the possibility to…

According to CCW Digital, customer experience and customer service management are the priority for over 50% of organizations. Obviously, it's important to pay attention to both these aspects because otherwise, when the clients encounter problems during the process, they become frustrated, lose trust to us, and turn to our…

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 the customer experience with Jira Service Desk. Otherwise, the interface can be misguiding for the clients, thus providing limited information. And as the…

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 learned from there, Jira Service Desk is generic without proper customization. That poses a problem because the clients can get easily confused if they are on the right…