Julie d_Antin _Elements_ Atlassian Partner

Displaying SLA metrics and related issues directly on the Jira Service Management portal not only keeps customers informed but also helps your team maintain accountability and alignment. In this article, we’ll explore actionable best practices for enhancing your customer portal with SLA visibility and related issue…

Transparency and communication are critical to building trust with your customers. One powerful way to achieve this is by making Service Level Agreement (SLA) metrics visible on the Jira Service Management (JSM) customer portal. When customers can see SLA information related to their requests, it fosters confidence in…

Jira Service Management provides a robust platform for managing IT, but effectively evaluating the value delivered by IT requires a strategic approach to metrics, one that can look past the surface of SLAs and foster continuous improvement in user satisfaction. In this article, we’ll dive into the essential metrics for…

Systems are running smoothly, tickets are closing fast, and your dashboard lights up with green indicators of success. But beneath this surface, there lies a mystery often masked by these superficial signs, known as the "Watermelon Effect”: the exterior is bright and encouraging, but the inside tells a different story of…

We've all been there before: you need to raise a request on a support portal because we have an issue with something, and you look at the request form, feeling overwhelmed by all the information you need to retrieve and fill in manually just to submit your request. On the other side of the portal, there's a Jira Service…