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Hello Community! 👋 Just like the last time we posted a “What’s New,” we’re coming to you following another action-packed event, TEAM ‘23. The Jira Service Management team was humbled to meet more of you in person, thrilled to demo exciting new features (which are covered in more detail below) and to learn how your teams are using Jira Service Management to deliver what’s impossible alone — great service experiences.
This quarter’s post is full of big items you might already know about and a few smaller releases that you don't want to miss. As always, please leave us a comment and your feedback below and we’ll keep the conversation going
Here are a few of our fav sessions from TEAM '23 and you can check out the complete on-demand library anytime you like.
End BSM Now - ITSM Keynote: Hear from Head of Product Management Edwin Wong, and Head of Product Marketing Amita Abraham on the latest Jira Service Management advancements to end Bad Service Management (BSM).
Getting started with the Jira Service Management virtual agent: Learn about Atlassian Intelligence and Jira Service Management’s virtual agent, which is purpose-built for fast, easy setup – no code or data science required. We walk through the simple virtual agent onboarding process and hear from Fastly about the impact they’ve seen automating tier-1 support interactions.
Build it, ship it, support it: Customer service for a digital-first world: This talk dives into what it means to be a “digital-first business.” You’ll learn about what’s next for customer support in Jira Service Management and how customers are using it today to deliver exceptional customer service experiences. ⭐ Bonus: check out our new Service management for customer support teams' product guide
Atlassian Analytics Bootcamp: Learn how Atlassian Analytics can bring meaningful insights to your organization. We’ll show you how to use the pre-built, in-product dashboards to get contextual insights across Atlassian products, analyze your Assets data to better understand usage and resources, and pull data from Jira Service Management, Jira Software, and external databases to make better data-driven decisions.
Speedy issue resolution at Bombas with Jira Service Management: Hear how Bombas leveraged Jira Service Management to reduce back-and-forth between agents and customers, resulting in faster, more effective issue resolution.
Atlassian Analytics offers simple and flexible ways to visualize data across Atlassian products and other data sources. With data from both dev and ops tools, you have full visibility into the flow of work between development, IT, and business teams, to make quicker, better-informed decisions. Get rich insights from out-of-the-box dashboards for request management, incidents, changes, and service performance. Or, create your own data visualizations with the interactive custom dashboard builder — learn more.
A simplified user interface, inline editing, and cross-schema search mean it’s never been easier to track all your things in Assets. Find out more details about the updates rolling out for Premium and Enterprise customers here.
Agents face a constant stream of similar tickets throughout the day. Replying to each of these repetitive requests takes time and effort away from strategic work. We’re happy to announce the canned responses have begun rolling out to all cloud customers as of May 3rd, 2023 . Once available in your instance, you’ll be able to craft answers to common requests, and save those canned responses so everyone on your team can use them to quickly and accurately reply to customers — saving the agent time and getting the correct answer to the customer faster — read more.
The ability to hide/customize the help center has been a popular request, and it’s finally here. Previously, all existing projects were visible on the Help Center but now you have the ability to hide/unhide Projects as needed.
With the new automation rule, customers who use Microsoft Azure can now link their account to automation rules in Jira Service Management. This allows them to automate the process of restarting virtual machines in Azure, providing an additional solution that teams can utilize to decrease mean time to resolve for alerts and incidents on Azure-based IT services.
We’re making it even easier for more types of teams to get started in Jira Service Management. Back in October, we rolled out templates for finance and marketing teams, and now we’re adding templates for design and sales teams to set up their own service projects and manage incoming requests efficiently. These templates include pre-configured request types and workflows — learn more.
We recently launched an updated Jira Service Management Demo with some exciting additions. In addition to updated content across all of the IT Service Management Practices, we’ve added:
A new, more in-depth Enterprise Service Management section that covers additional use cases including how Marketing, Legal, and Facilities can use Jira Service Management
How a customer uses Jira Service Management to keep track of and share their whiskey collection with friends! :cheers:
Hands-on tours of different product screens.
Click the dots to learn more about different aspects of the product screen and click the arrows to advance and explore the next screen.
You can access our demo a few different ways. Either join the weekly demo with live Q&A, take a guided a tour, or personalize your tour with the specific Service Management practices you’d like to look at.
Join the Jira Service Management team at these upcoming events!
May 16th, join Workato’s CIO, Carter Busse, and Director of Security Operations, Shyam Bhojwani to hear how Workato used automation to cut ticket resolution time by 20% and achieve a 97% employee satisfaction score with Jira Service Management.
Join Atlassian for Europe’s leading ITSM event SITS (The Service Desk & IT Support Show), 10-11 May in London, UK, where you can hear from top industry leaders on new strategies to improve your business. Visit Atlassian’s Stand #250 for engaging lightning talks, live demos, giveaways, End BSM swag, and more! Register for free today.
Plus, join us for our exclusive SITS Happy Hour on 10 May from 17:00-20:00 GMT at Top 1 Forever at the historical Royal Victoria Docks. Enjoy this unique location while chatting with Atlassian team members, partners, and your peers. Space is limited, so make sure to register today to hold your spot.
Join our free, half-day event with in-depth product demos, keynotes, and breakout sessions to up-level your ITSM practices. Live in Barcelona, Amsterdam, and Munich in June 2023. Register for free today.
Questions about these features or events? Join the conversation using the comments below or use the “Give feedback” button directly from within the product.
Product Marketing Manager, Jira Service Management