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5 Ways Jira Service Desk Can Replace Your Email Inboxes and Improve Your Life

Posted by Lacey Carlyle on Nov 1, 2017 10:35:52 AM

Countless shared services teams, like help desks, human resources, facilities, and marketing, are supporting employees in medium and large organizations using a general email inbox, and wonder why they struggle to know whether they are providing the service that employees expect. One of the biggest "mind blown" moments I have seen in my consulting work is when I help teams transition from using email inboxes to using Jira Service Desk for taking employee service requests. I have repeatedly heard:

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Topics: Atlassian, JIRA Service Desk, Shared Services, Help Desk, SLA, Service Level Agreements

Announcing Learndot Pathways for Atlassian Confluence

Posted by Aidin Mahmoodi on Oct 4, 2017 5:09:30 AM

At ServiceRocket we’re committed to learning and believe that with a little help organizations can often get more out of the tools they already have.

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Topics: Atlassian, Confluence, Learndot

Announcing Connector for Salesforce and Jira Service Desk (Cloud)

Posted by Bill Cushard on Aug 10, 2017 10:40:51 AM

Today we are delighted to launch a new product, Connector for Salesforce and Jira Service Desk (Cloud). This connector focuses on bringing a seamless experience of Salesforce to Jira Service Desk. Your customer service team has direct access to customer information, right from within Jira Service Desk. It automatically finds the matching Contacts, Accounts and other vital information of your customers in Salesforce and directly represents them in your Jira Service Desk request, without hassle. The connector enables your support team to act faster and more efficiently, reduces the friction between your sales team and support team.

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Topics: JIRA, Atlassian, JIRA Service Desk, Customer Service

Shared Services Teams Need Jira Service Desk to Make and Keep Promises

Posted by Kristine Xu on Jul 19, 2017 12:23:47 PM

Since the mid-1980s, organizations have been implementing shared services to improve service levels, reduce costs, and improve controls. According to Deloitte, 80% of Fortune 500 companies such as Ford, Intel, Whirlpool and Allergan use shared services in their operations. Although shared services is not a new concept, many organizations struggle with realizing its full potential. As the Deloitte Shared Services Handbook describes it, "It often seems that where ever you are in your shared services journey, you still have a way to go. But the journey is always easier if you have sorted out the fundamentals."

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Topics: JIRA, Atlassian, JIRA Service Desk, Shared Services, ITIL, Service Management, ITSM, Help Desk

Just Shipped! - The Scaffolding REST API

Posted by Azwandi Aris on Jun 28, 2017 10:39:01 AM

From basic and simple utilities to sophisticated power tools for Confluence, we are passionate about giving our users the tools they need to get their job done. 2000 businesses are already using Scaffolding, across multiple industries like banking, automotive, aerospace, higher education, telecommunication, biotechnology and entertainment. We are constantly amazed by the profound solutions our Scaffolding users come up with using Scaffolding's forms and templating capabilities. Thank you for your votes, ideas and feedback -- Scaffolding has just gotten better.

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Topics: Tools for Success, Add-ons, Atlassian, Apps

ServiceRocket’s Path to Knowledge

Posted by Peter John Marquez on Mar 10, 2017 11:00:00 AM

Before I could finish my sentence, someone interrupted, “We need to know how many people have read a page.”

I’d come to this Atlassian user group to ask users how they manage Confluence and JIRA system health. My goal was to promote use cases for ServiceRocket’s TrustedAdvisor product.

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Topics: eLearning, Add-ons, Atlassian, Confluence, knowledge management

Solving the 4 Biggest Productivity Challenges for Confluence Users

Posted by Peter John Marquez on Feb 16, 2017 9:52:57 AM

Last year, IDC reported that the average knowledge worker spends about 1.6 hours per day, or roughly 20% of the workday, searching for information.* That is a huge drain on worker productivity.

Many organizations use Confluence to address this challenge. Yet no matter how well organized a Confluence instance is, as that instance grows, it can be hard to quickly find the right information.

Here are four of the biggest productivity challenges for Confluence users – and how Knowledge Pathways for Confluence from ServiceRocket can help you address them.

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Topics: eLearning, Add-ons, Atlassian, Confluence, knowledge management

The Best Way to Deliver and Track Content in Confluence

Posted by Peter John Marquez on Feb 8, 2017 2:08:43 PM

 

Knowledge Pathways for Confluence is available on the ServiceRocket and Atlassian marketplaces for evaluation and purchase. With this tool, content owners and admins can now confirm that users are receiving and reading content they need in Confluence. Users can easily understand what content they’ve been asked to review and the steps to completion.  

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Topics: eLearning, Add-ons, Atlassian, Confluence, knowledge management

Connecting enterprise applications with JIRA Service Desk

Posted by Greg Warner on Jan 23, 2017 5:05:00 AM

Extend the features of your enterprise applications and improve workflow with JIRA Service Desk integration

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Topics: Atlassian, Salesforce, HipChat, Service Delivery, JIRA Service Desk, Slack

Why connecting Salesforce with Atlassian applications makes business sense

Posted by Greg Warner on Jan 17, 2017 5:41:00 AM

The widely popular CRM also plays well with Atlassian’s collaboration and work management tools

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Topics: Atlassian, collaboration, Salesforce, Services, DoubleDutch

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