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Top 3 Ways You Can Help Your Team Reduce Resolution Time

Posted by Michael Varpness on Dec 18, 2017 10:46:05 AM

While the priority is always getting the right answer for the customer, a close second goes to ensuring the answer is delivered as quickly as possible. A diligent, organized and hardworking team is second to none for exceeding customer expectations, but ensuring that team has the right strategy and tools to deliver it is equally as important.

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Topics: JIRA Service Desk, Help Desk, Hyfy

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 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

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

Jira Service Desk: Agile and Cost Effective Disruption

Posted by Peter John Marquez on Dec 8, 2016 6:02:37 PM

Teams from all disciplines – Finance, HR, Facilities – are recognizing the power of Jira Service Desk. Why is this software from Atlassian disrupting and expanding the service desk space?

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Topics: JIRA Service Desk

How to avoid the business risk of depending on spreadsheets for project management

Posted by Greg Warner on Nov 10, 2016 6:04:00 AM

Spreadsheets are an instant productivity tool, but can get quickly out of control for even small projects

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Topics: Spreadsheets, JIRA Service Desk, Project Management, Excel

Why email should not be used for work management

Posted by Greg Warner on Oct 5, 2016 5:00:00 AM

Email is ubiquitous and important, but let’s not depend on it for tasks it wasn’t designed for.

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Topics: collaboration, Work Management Tools, Work Management Software, Email, JIRA Service Desk

5 Reasons Business Leaders Must Look at Modern Work Management Software

Posted by Greg Warner on Sep 22, 2016 3:17:10 PM

Using the right applications to become more agile and innovative is everyone’s business.

Each year businesses invest IT budgets on a range of software tools and applications to manage specific tasks like customer relationships and financial accounting. But what about the process of managing work itself? It’s time to review how well work is managed and the options for modern tools that can deliver a positive outcome for any type of task.

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Topics: JIRA, Atlassian, Service Desk, Service Delivery, Work Management Tools, Work Management Software, Workflow, JIRA Service Desk

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