Gemma Atlassian Team

I’m excited to share the latest enhancements to Surveys in Jira Service Management to help teams capture meaningful feedback and act on it in the same place where service work happens. Our goal is to help teams move beyond simply collecting feedback so they can understand the experience behind their service metrics and…

We are inviting a small group of customers to join a closed early-access experiment for a new, AI-powered way to understand the interactions employees have with their service team. Experience measurement matters because meeting technical SLAs doesn't guarantee success, measuring actual user satisfaction and friction…

Hi community! Are you using a service project in Jira Service Management to manage incoming requests for a business team (like human resources, marketing, analytics, legal, facilities, etc.)? If so, I’d love to learn more about how you onboarded these teams and helped them build confidence to use their service project.…

Hi everyone 👋 We're thrilled to announce that Case Management in Jira Service Management is now generally available for all JSM Cloud customers. Over the next week, you’ll see Case Management appear in your service spaces settings under Features. What is Case Management? Case Management gives HR and Legal teams a native,…

We're recently released experience updates to Journeys in Jira Service Management that make it easier to monitor and manage active journeys and access journey-related context directly from work items. Journeys allow teams to design, automate, and track structured employee experiences all in the same place where service…

We’re excited to announce that surveys are now generally available in Jira Service Management Cloud. Over the next few weeks, you’ll see surveys appear in your service spaces on paid plans. Surveys provide a native, streamlined way to capture feedback directly where you manage work — no more switching between separate…

We’re excited to announce that creating surveys with Rovo in Jira Service Management is now available for paid plans. With Rovo, teams can create surveys faster by simply describing their goal and audience, then reviewing a best-practice draft that is ready to refine and publish. Built on native surveys in Jira Service…

We’re excited to announce the launch of the new list in Views for Jira Service Management. This is a powerful way to manage and action your work items across multiple spaces in Jira Service Management. List is now available alongsideboard and calendar views, giving you even more ways to visualise and organise your work…

We’re excited to share our early access program (EAP) for Case Management in Jira Service Management (Cloud). Manage sensitive, long-running investigations such as employee misconduct, grievances, performance management and other complex case work directly in Jira Service Management without using email, spreadsheets or…

We’re continuing to invest in surveys in Jira Service Management so teams can capture meaningful feedback from people across their organization and pair it with the operational metrics they already use to manage work. Operational metrics show what happened, while surveys reveal how people experienced the service. Together,…

We’re opening Early Access for creating surveys with Rovo in Jira Service Management, so your teams can turn everyday service interactions into meaningful people insights and close the loop on employee experience across your services and lifecycle moments. Built on JSM’s native surveys, this update lets you go from intent…

Update May 2026: This EAP has now ended. We’re excited to announce that surveys are now generally available in Jira Service Management Cloud. We’re excited to share our closed early access program (EAP) for a new surveys capability in Jira Service Management (Cloud) This new capability allows you to collect feedback from…

Hi Community, Last month, we launched the new list view in Views for Jira Service Management and we hope you’ve been finding it valuable in your day-to-day work! As we refine using different work views, we aim to make Queues and Views more effective for you and your teams. We need your help! We’re looking for users to…

Hi Atlassian Community! My name is Gemma and I’m a Product Manager on the Jira Service Management Cloud team. When setting up a new service project, you can choose from a range of Jira Service Management templates tailored for specific needs. These templates help teams get set up quickly by including pre-configured request…

Hello Community , We’re launching a few exciting new features that will save you loads of time and effort as you set up and customize your team’s company-managed project in Jira Service Management – request type and workflow templates! Instead of creating your own request types and workflows from scratch, you’ll have the…

Hi Community! We’re happy to announce an early access program for our updated project settings navigation in Jira Service Management. The new navigation makes it easier to scan and find what you’re looking for, and aligns more closely with other Jira projects. We’ve made updates to the project settings navigation in both…

Hi Community! We’re happy to announce an early access program for our updated project settings navigation in Jira Service Management. The new navigation makes it easier to scan and find what you’re looking for, and aligns more closely with other Jira projects. We’ve made updates to the project settings navigation in both…

Hello Community , We’re excited to let you know about a few new features that will make setting up and customizing your team’s company-managed project in Jira Service Management much quicker and easier – request type and workflow templates! 🪄 🆕 Request type templates – to quickly create a new request type Request type…

Hi Atlassian Community! I wanted to follow up on my last post, Introducing new project templates to help finance, marketing and analytics teams get started in JSM , to share with you that we’ve started rolling out two new project templates to help sales and design teams set up their service projects and manage incoming…