Benjamin Paton_yibbj0 Atlassian Team

Discussions

    • Choosing the right approach to Customer Management in Jira Service Management

      Latest information We have recently publish a blog providing information for the upcoming SSO for Portal-only Customer Accounts feature. Please have a look and leave a comment with your thoughts Upcoming SSO capabilities for external customers in Jira Service Management Customers are the heart of any company. In JSM, your…

    • Jira Service Management – Internal customers: Just-in-time!

      Starting this week (15 November 2022, release tracks to follow) we are excited to announce an important update to the way that internal customers (such as employees as customers) are created in Jira Service Management for organizations using SAML-based Just-In-Time (JIT) provisioning via Atlassian Access. This is a very…

    • Upcoming SSO capabilities for external customers in Jira Service Management

      Released to General Availability (Update as at 2nd November 2023) SSO for external customers is now available for all customers. You can find the announcement here Product settings for authenticating portal-only customers via SSO (aka external customer SSO) Jira Service Management and Atlassian Access are extending their…

    • Broad spectrum Data Residency in Jira Service Management

      It is my pleasure to announce that we are officially broadening the scope of Data Residency in Jira Service Management. Our teams have been working hard to close gaps and limitations associated with various features and aspects of Jira Service Management, most notably those powered by Opsgenie. Jira Service Management is…

    • Use email domains to restrict external customer sign-up for your Jira Service Management

      This feature is progressively rolling out starting Tuesday 24 May 2022. If you are a Premium customer using Release Tracks then it will be available in your next release window. We are excited to announce the release of Domain based allow lists for External Customers. This feature is a follow-up to the recently release…

    • Managing queues at scale in Jira Service Management

      For any team in Jira Service Management Queues are the mission control for the project. As an Agent this is where you categorise effort, make prioritisations decisions, and launch into action. As teams grow it is important for Project Admins to think about how they structure their queues so the team can be as productive as…

    • Continue to Scale with Jira Service Management Cloud 🎉

      We're thrilled to announce that 20,000 agents are now available on Jira Service Management cloud. Building on our momentum in March, we’ve doubled the number of agents again to help meet enterprise needs. Scaling with enterprise demand We know that to meet the requirements of your customers - both internal and external -…

    • Doing Jira Service Management Customer Notifications Right

      Jira Service Management can be used to help many different types of customers in many different ways. For a customer service management project where your customers are external to your business, brand identity is an important aspect. For this, Jira cloud allows custom email addresses to be used for notifications. For…

    • A new easier way to get employees into your Jira Service Management Help Centre

      Starting this week (16 March 2022) we are rolling out an exciting new feature that will help welcome Internal Customers in your help centre. Just to recap for those at the back 😜, there are two types of customers in Jira Service Management (JSM) * Internal Customers - Typically employees of your company. Where a service is…

    • 10K Agents (and beyond)! A new scale and trust frontier in Jira Service Management

      I am excited to announce that Jira Service Management can now support up to 10,000 agents on a single instance in cloud. This is a significant increase from the previous 5,000 and comes as the result of a successful Early Access Program and a number of efforts to manage large sites. Built for scale Over the last 18 months,…

    • Rapidly reuse SLA calendars in Jira Service Management

      This feature is progressively rolling out starting Friday 3rd June 2022. If you are a Premium customer using Release Tracks then it will be available in your next release window. We are rolling out a new capability for the Service Level Agreement feature in Jira Service Management. When creating a new SLA calendar you will…

    • Improved queue performance in Jira Service Management

      We are excited to announce some important changes to the way issue counts are loaded in Jira Service Management. This change will help balance load for large scale projects, and identify inefficient queues that can be optimised to boost the productivity of your agents. You will start to see these changes in your site from…

    • A fresh look at SLAs in Jira Service Management

      Update We have just deployed an update to this feature that lets project admins choose which display format is best for each SLA in this project. Learn more below. Starting in December we are rolling out a notable change to the way SLA expiry is displayed in Jira Service Management. SLAs: Old format vs New format The new…

    • Boost productivity with Team Priority queues

      You may have noticed some recent changes to Queues inside of Jira Service Management (Star your favourite queues). Today I would like to introduce a powerful new feature designed to help teams manage their queues better; Team Priority. We want to make sure queues are flexible enough for all teams. Team Priority allows team…

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