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Uptime Blog

JIRA Service Desk Integration Completes Support Toolchain

Re-imagining Incident Management with xMatters and Jira Ops

Have you ever watched a service desk work? It spits out tickets with dizzying efficiency. It’s sort of the point guard of incident management: It won’t finish the resolution process, but it passes to people who can in a fast-paced game that is constantly changing.

And who works on those tickets? Are the systems and people on the receiving end just resolving issues and moving on to the next? If only things were that simple. Incident tickets wind through tools and systems accumulating information until somebody knows how to fix the problem at hand.

But it doesn’t just happen without an intelligent IT communication tool connected to the service desk. Let’s take a look.

Atlassian JIRA Service Desk integration

Atlassian JIRA Service Desk integration

JIRA Service Desk gives IT teams the tools they need to be productive and rapidly resolve customer issues. It becomes even more valuable in an ecosystem that includes other Atlassian products: HipChat for instant communication, Confluence for reference docs and runbooks, JIRA as the development system of record, and StatusPage to keep customers up to date.

Close the Gap Between Customers and IT
The new xMatters integration with Atlassian JIRA Service Desk automates communications between IT and customer support teams to resolve those issues rapidly and efficiently.

The combination of JIRA Service Desk and xMatters delivers out-of-the-box functionality that helps IT teams resolve customer issues with unprecedented speed and efficiency:

  • Automated communication with the correct on-call resources
  • Instant conference bridges with relevant, targeted team members
  • Automatic assignment of JIRA tickets to the responding user
  • Recording of all activities and responses to the original JIRA ticket

When the whole toolchain is humming, it empowers teams to quickly take action, collaborate and keep customers in the loop when disruptions happen. With xMatters you can create two-way integrations that keep all your tools in sync and log all the data and correspondence back into JIRA Service Desk for record keeping.

As Sid Suri, Head of IT market strategy at Atlassian told us, “It’s a truly frictionless approach to delivering support.”

Learn more about this integration on the xMatters Integrations page or visit the Atlassian Marketplace.

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