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Making Customer Support Faster with Live Chat in Jira Service Management
One of the common expectations customers have when contacting a support team is: “Can I speak directly with a support agent instead of waiting for an email response or raising a ticket?” Traditionally, customers had to submit a request through the service portal and wait for an agent to respond. While this works well for…
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Atlassian Automation Is Going Usage-Based: What Does This Mean for Jira Customers?
Atlassian is changing the way Jira and other Atlassian products measure Automation usage. From December 3, 2026, extra usage billing will apply when organizations go beyond their included automation step allowance. Every executed trigger, condition, action, branch, or loop can count toward this allowance. For organizations running a large number of automation rules, this makes…
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Finally Here: Smarter Work Assignment with JSM Workforce
One of the common requirements we have heard from Jira Service Management customers is: “Can JSM automatically assign requests based on agent availability and workload?” Until now, teams often had to manage this process manually or use additional configurations to distribute work across their support teams. Now, the wait is over. Jira Service Management has…
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Atlassian Collections: The Simple Breakdown
Let’s be honest. In today’s workplace, things are a mess. You’ve got one tool for tracking tasks, another for writing documents, a third for getting IT help, and yet another for your video calls. It feels like you spend more time trying to get your apps to talk to each other than actually doing your…