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JIRA Service Desk 3.2 and JIRA Software 7.2 Updates

Atlassian Release JIRA Service Desk 3.2: Here’s What Lies in Store

Eager JIRA users are being treated to not one but two exciting updates from the Atlassian development team this week. Both JIRA Service desk and JIRA Software for server are getting a range of new features and functions, each of which is aimed at enhancing the experience for the user.

First up is JIRA Service Desk 3.2

Service Desk 3.2

The focus for this update is a streamlining of protocols at each end, facilitating improved efficiency and ease-of-use. The idea is to make operating JIRA Service Desk for server as unobtrusive and intuitive as possible for users. Let’s take a look at the specifics of what we can expect.

One-Click Approvals

Perhaps the first thing users will notice with the new version of the software is how simple it now is to approve or deny requests. The new workflows are structured so that users need only to wait for the notification when a request arrives, and then utilise a single click to approve or deny the request. Administrators will find it similarly straightforward to insert approval steps into existing and new workflows.

New Powers for Customers

Customers accessing JIRA Service Desk via their portal will now find more actions available to them than before. For example, if a solution provided by the agent completely resolves the customer’s problem, the customer can now select ‘resolve’ within their own interface. Another level of efficiency is achieved and the experience is improved for all involved.

Improved Knowledge Base for Agents

One of the complaints that agents had with previous versions of JIRA Service Desk regarded its knowledge base. While the articles and resources contained within the knowledge base were comprehensive, searching and accessing these resources sometimes proved unwieldy.

The new and improved Knowledge Base uses a more sophisticated search function to provide recommended articles to agents based on their queries. The result is a far more useful bank of resources and a far less time-consuming process for agents in need of assistance.

Integrated Notifications for Third Party Apps

Version 3.2 of JIRA fits far more easily into the bigger picture of your business than ever before. The new version is designed to integrate with other applications which you may be using as part of your marketing or customer nurturing strategies – Salesforce, for example – and is equipped to send push notifications to these third party apps when required.

This is achieved via the new WebHooks tool, which enables external linking from JIRA Service Desk to applications from other publishers. Setting up permissions to allow this sort of inter-application linking has been made simple and intuitive.

More Scope for Reporting

The team at Atlassian have been on the lookout for ways to give their customers a way to get more from the data at their disposal. In version 3.2, agents will be able to gain deeper insights from data points, putting a wealth of information at the fingertips of users. Reporting results can then be exported to a CSV file.

In an effort to improve the overall functionality of the software, Atlassian have developed a personalised sidebar, to which users can add their own quick links. Using some procedures more than others? Simply add those procedures to the sidebar and boost the efficiency of your workflow in the process.

Personalised Request Icons

Users can personalise their experience even further with the new and improved request icons function. This enables agents to use their own icons for certain requests, reorder requests within the portal, and select which request types they wish to make invisible in the portal.

With more choice afforded to users and lean, streamlined procedures which deliver new levels of efficiency directly to agents and customers alike, the new JIRA Service Desk update is looking pretty good. To experience the full range of benefits the new version has to offer, speak to a member of our team about our upcoming JIRA Service Desk Workshop, scheduled for October.

JIRA Software 7.2

The raft of features announced as part of the latest iteration of JIRA Service Desk is not the only treat that Atlassian has in store for us. Atlassian have also released version 7.2 of JIRA Software for Server; an update which will make the platform more nimble and far easier to wield for all users.

Read on to discover more about another exciting release from Atlassian.

Improved Editing for Issues

JIRA has always enabled comprehensive editing, giving users the opportunity to configure issue details and add attachments to facilitate reliable collaborative work across the platform. However, the process has just become considerably more streamlined.

Now, users can create inline edits, reassign tickets and add attachments via the agile boards and backlog. The idea is to reduce the amount of time users must spend on managing issues and increase the time they can spend on putting them right.

CSV Exporting

One of the major advantages of JIRA Software is that users can export issues to a multitude of different file formats allowing for easy and comprehensive reviews of actions taken in JIRA. Now, with the launch of JIRA Software 7.2, Atlassian has added another string to its export bow.

Just like with the latest update of Service Desk, users can now export files in CSV format. This additional level of versatility makes it that much easier to acquire the data you need in a format which suits you.

Rich Text Compatibility

Bringing together your team for collaborative work is vital when using JIRA. The latest version of Atlassian’s software makes this simpler than ever before by deploying a rich text editing function.

This means that, rather than having to rely on Wiki markup when adding text or tables to an issue description, users can simply add text directly to the file. This ensures that there is no delay in updating descriptions and that every member of the team is on the same page. The benefit of this compatibility is real time collaboration and updating of issues; a dream for any team using JIRA on a regular basis.

Efficient Cloning

With the best will in the world, there will still be issues that are not completed during the sprint allocated to them. Up to now, this has put users in a tricky situation. In order to carry the issue over to the next sprint, they must go back and copy all of the details and then insert the issue into the next phase of action.

Version 7.2 eliminates this hassle. Instead, users need simply clone the issue and carry it over. This feature significantly increases the streamlined functionality to prevent redundancy and improve overall efficiency.

Optimised Response Times, Even Under Heavy Loads

Not so much a new feature as a conceptual change from the Atlassian team, the latest iteration of JIRA is designed to grow alongside the businesses which use it. The Atlassian team understands that companies often need to scale their JIRA usage on an organisational level, and that often means onboarding hundreds or even thousands of users quickly and efficiently.

Version 7.2 is optimised to make this possible, reducing lag times and improving stability even under the pressure of rapid scaling. Data released by Atlassian suggest that processes such as user searching and rebalancing under heavy workloads could be up to ten times faster when compared to previous versions, delivering business-critical agility and versatility to organisations when they need it most.

To get started with JIRA Service Desk or JIRA Software for your team, and to get to grips with all that both products can offer, get in touch with your Atlassian experts. We are waiting to hear from you.