Building a successful Jira Service Desk requires a lot of moving parts. It can be difficult to find the perfect balance between ease of use for your agents (those who work on requests) and your customers (those who submit requests). One of the most important ways of achieving that balance is to create a great Confluence Knowledge Base (KB). If your articles are relevant, concise, and easy-to-navigate, your customers can avoid submitting a request, giving time back to both the customer and agent. Below are some common mistakes to avoid as you work towards creating your ideal Confluence Knowledge Base that is a reliable, single source of truth for your agents and customers.

We've already seen how COVID-19 has impacted the way companies do business, with employees across various industries breaking ties with their cubicles and desktop computers for the foreseeable future. The rapid nature of these changes has left many employees reeling, and the indeterminate return to normalcy may seem daunting for people who already feel like they need to relearn how to do their jobs, not to mention facing wholly new challenges and struggles in doing so.

We often hear feedback that Jira is too noisy, but Confluence has the potential to fill your inbox as well if you're not on top of your email preferences. If you've read our blog outlining the solution to reducing Jira notifications, but your users are still complaining about noise, it may be time to provide some guidance on Confluence notifications too. 

OKR: More Than Just a Buzzword

Like most of you, I have been challenged to establish my annual "OKRs" at the start of this new year. It seems that OKR has suddenly become a big buzzword that businesses have been throwing around the past few years. If you were like me before ever hearing of this acronym, you might be asking yourself: what is OKR, and what happened to the classics like KPI or SMART goals?

An essential part of a successful organization is communication: open and direct lines of communication ensure that team members react swiftly and effectively. In regards to software and applications, different teams have different needs and collaborating can sometimes feel like speaking in different languages. The reality is, development teams live in one application and business teams live in another.  

One of the most powerful integrations in the Atlassian ecosystem is the native link between Jira and Confluence. For users working in both tools, the transition can be seamless if you do it right, but clunky if you don't. 

Now, what if I told you there was just one Confluence macro you could start using today that will immediately make reporting in Confluence easier and help you (and your team) keep track of your work? The Jira Issues macro is the go-to when reporting in Confluence.

Here are some tips to get your team to live their Atlassian life-to-the-fullest.

Search engines have the ability to house a plethora of information that helps users find the answers they're looking for. As more information gets pumped into a search engine or knowledge base, the importance of finding what's relevant becomes increasingly important.

Over the past few years, we have worked with a variety of organizations to help design and build intranets. The majority of these organizations were moving away from sites that were built on Microsoft’s SharePoint stack, and were looking for custom designs to better meet business needs. From creating intranets from scratch to simply offering a new look and feel, we have seen it all, and we know what works well and what doesn't. And we have noticed commonalities between organizations looking for an intranet solution. Organizations often share the same goals and challenges, and all can agree that the idea of building an intranet can seem daunting. 

While creating a space for your team in Confluence may seem like a simple undertaking, creating one that users actually want to interact is far from easy. We know what can happen when you miss the mark: you've got a team space, but it's a mess - nobody knows where to find anything, there's no consistent structure, and nobody actually uses it. It’s not hard for a space to become a documentation black hole - documents enter, never to be seen again.