What's New in Jira Service Management -- December 2023

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Hello Community! 👋 Fresh off the back of Atlassian Presents: High Velocity, we’ve got another “What’s New in Jira Service Management” for you! Whether you were able to join us in person in Sydney or have been watching the on-demand experience (more below on how you can start if you haven’t), we hope the deep dive into the latest product updates, best practices, and tips enhance your teams' ability to deliver delightful service experiences.

🎁 We’ve got an early holiday present for you as this post is packed with some of the latest and greatest Jira Service Management features to help supercharge your Dev, IT Ops, and business teams' service delivery. Wishing you a joyful holiday season filled with friends, family, and Jira Service Management 😉!

And if you prefer getting a quick visual recap, check out our "What's New in Jira Service Management, December 2023" video here! 

🚀Product Updates

Custom Domains for Jira Service Management Help Center is now generally available 

You can implement your own branded URL with custom domains in the Jira Service Management Help Center. These make it easier for customers to find and recognize your brand, and you can enjoy stronger recognition for your site - boosting credibility and search engine optimization, as well as making you stand out from competitors. Operationally, customers will have a more seamless experience getting the help they need from the right place. Greater discoverability enables more self-provisioned help and less time required for your team to manage requests. Take a look at what a custom domain would look like and read the Community post here:

Track organization activities from the audit log 

We have expanded the Atlassian administration’s audit logs to include product admin-related activities associated with Jira Service Management when you subscribe to Atlassian Access with a Premium or an Enterprise plan. This enhancement provides greater transparency and accountability for administrators, enabling them to effectively monitor and manage their organization's activities.

With this update, org admins have access to a comprehensive audit trail that captures all product admin-initiated activities on their sites. This includes actions such as updated settings in the help center, permissions on email, request sharing, SLAs and more. Read more here.

Customer service features now available on all plans

We’re bolstering our commitment to external customer service in Jira Service Management with our biggest update yet! You can now seamlessly escalate customer support requests to development and access rich context about your customers & organizations, all without leaving the issue! We’ve also improved our data-importing capabilities - quickly import customer and organization details into your project via CSV file, or set up an ongoing sync from your CRM tool using APIs.

All customer service features, including these, are also now available on all plans in Jira Service Management! These features are currently available for all new instances and are being rolled out to existing instances as we speak. Read more here.

Project setup simplified with new request type templates and workflow templates

Jira Service Management admins can now save time and effort when setting up a new project by choosing from a library of request type and workflow templates designed for teams like IT, HR, marketing, and more.

Available in all company-managed projects, these templates are a great starting point for Jira admins who are new to Jira Service Management by providing predefined structures to work from. Benefit from industry best practices, while tailoring templates to your organization's unique processes. Learn more here.

New reporting capabilities for Assets in Jira Service Management - early access

Announcing an early access program for new reporting functionality for Assets in Jira Service Management! The new capabilities allow you to critically analyze your CMDB data, power better decision-making, and report out easily. You can sign up for the program here. Once you sign up, we'll check your eligibility and accordingly enable the functionality for your site.

The Jira Service Management virtual agent is now generally available 

We’re thrilled to share that the Jira Service Management virtual agent for Slack is now generally available! The AI-powered virtual agent helps teams automate support requests in Slack to deliver fast, always-on, conversational service. With a best-in-class Natural Language Processing (NLP) engine, it analyzes and understands intent, sentiment, and context to personalize interactions and deflect issues so agents can free up time to focus on the work that matters.

Support teams can configure the virtual agent on their own – no data science or coding required. It also comes with powerful generative AI capabilities backed by Atlassian Intelligence (currently in early access) that allow teams to tap into the power of their existing knowledge base to dynamically generate responses to requests. Learn more about the virtual agent.

New capabilities for automations

Save agent time with the new Slack emoji trigger, built directly into the Automation menu. Update an issue, auto-respond to a customer, and more by kicking off workflows with a Slack emoji reaction in your agent channel. Plus: leverage new, expanded API capabilities let you search and execute manual rules for deeper customization.

Expanded sync capabilities with Microsoft Teams

Now, you can sync critical updates between Jira Service Management and Microsoft Teams seamlessly with new bi-directional sync for all actions. Add responders, update priority level, send stakeholder updates, and more directly from Microsoft Teams, and get updates delivered straight to Microsoft teams every time an incident gets updated in Jira Service Mangement. You can also tag all incident responders directly in Microsoft Teams to consolidate notifications and enable faster response. Learn more about the Jira Service Management<>Microsoft Teams integration here.

New Zoom actions for faster swarming & improved call recording distribution

Round up responders to swarm even faster with improved Slack notifications that let your team see and join an active Zoom call directly from Slack. Once the call’s done, you can now automatically post the recording back to the incident’s internal notes to leave a clear paper trail for any stakeholders that need it after resolving. Learn more about Jira Service Management’s Zoom integration capabilities here.

Quickly create JSM issues on mobile with request types mapped to the issues

Create issues with Jira Service Management request types on Jira Cloud mobile. This will let you fill in relevant fields for each issue and helps agents organize their issues in the right queues based on its request type. Learn more about request types and download the Jira Cloud mobile app on  Android or iOS.

Visualize your work on a board

It’s about time we brought a board view of issues — one of your top requested features — to Jira Service Management. Now you can track, organize, and prioritize your issues in a centralized board in your service project! To add the board to an existing project, a Jira or project admin should go to “Project settings,” select “Features,” and use the toggle to enable “Board” under the feature lab. All new projects created from here on out will have the board enabled by default. Read more about using the board in Jira Service Management.

Customers on a bundled release track will get this feature in two weeks.

🤘Events

Atlassian Presents: High Velocity on demand!

High Velocity, our premier service management event of the year, was held in Sydney on November 1, 2023. View the on-demand experience and hear from industry disruptors like Domino’s Pizza Enterprises, NRMA, and Breville. You can also learn about our latest innovations and check out technical deep-dive sessions.

Questions about these features or events? Join the conversation using the comments below or use the “Give feedback” button directly from within the product.

• What's New Aug 2023
• What's New May 2023
• What's New Feb 2023

[Dave Mathijs]

Thanks for sharing @Eugene Pak