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    • ACE Event Alert-14th Aug 2026, Human at Core: CS & Support in the Age of AI

      Can AI replace frontline support? Short answer: No. Long answer: Itโ€™s complicated. Thrilled to join ๐€๐ญ๐ฅ๐š๐ฌ๐ฌ๐ข๐š๐ง ๐‚๐จ๐ฆ๐ฆ๐ฎ๐ง๐ข๐ญ๐ฒ ๐„๐ฏ๐ž๐ง๐ญ๐ฌ ๐๐ก๐ฎ๐›๐š๐ง๐ž๐ฌ๐ฐ๐š๐ซ as a speaker for their upcoming event: "๐‡๐ฎ๐ฆ๐š๐ง ๐š๐ญ ๐ญ๐ก๐ž ๐‚๐จ๐ซ๐ž: ๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐’๐ฎ๐œ๐œ๐ž๐ฌ๐ฌ & ๐’๐ฎ๐ฉ๐ฉ๐จ๐ซ๐ญ ๐ข๐ง ๐ญ๐ก๐ž ๐€๐ ๐ž ๐จ๐Ÿ ๐€๐ˆ." Iโ€™ll be breaking down Frontline Support & AI Triage in a tight 15-minute talk: โ€ขโ€ฆ

    • Where is a access token field?

      In the NEW UI, where can I find this access token field now? Earlier, it used to be under the manage apps and the app details page. Now it's not there, while other details are available under the app details page.ย 

    • How Are You Using Rovo? A Few Early Patterns from a CS Lens

      Iโ€™ve been spending some time exploring Rovo, looking less at individual features and more at how it fits into real, everyday workflows,ย especially from a Customer Successย & Support lens. A few early patterns Iโ€™ve noticed so far: 1๏ธโƒฃ From Jira stories to clearer documentation Using existing Jira context to create a firstโ€ฆ

    • Creating impactful release notes

      Creating impactful release notes is about more than just listing updates. To ensure your release notes resonate with your audience and highlight the key features, it's crucial to adopt a strategic approach. Hereโ€™s how to do it effectively: 1. Decide the Target Audience - Understanding who your release notes are for is theโ€ฆ

    • How does the First response time chart work?

      I'm using the Time to First Response gadget in one of my Jira dashboards. Occasionally, I notice that the average first response time displayed is quite highโ€”sometimes 57 hours, 50 hours, etc.โ€”and I'm unsure how this is being calculated. For instance, we received a ticket on Friday night, outside of our office hours.โ€ฆ

    • Highlights of ACE PUNE - Cloud Migration: A Solution Journey!

      On Saturday, 18th January 2025, I attended the insightful and interactive Pune Atlassian Community Event - Cloud Migration: A Solution Journey! Post a quick intro session by @Jayesh Baviskar, there were two amazing talks - 1๏ธโƒฃ Solution as Atlassian Strategic Support byย @Binsu Babu 2๏ธโƒฃ User/Consulting View by Piyushโ€ฆ

    • One App, Many Uses: Share Your Teamโ€™s Unique Approach!

      Hello Atlassian Community! Iโ€™m excited to kick off a discussion about how various teams within organizations utilize the same apps in different ways. It's fascinating to see how a single tool can serve diverse needs depending on the teamโ€™s objectives and workflows. For instance, Iโ€™ve seen teams use Jira not just forโ€ฆ

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