Be the ITSM team your customers want you to be

Make IT service management (ITSM) issues easier to work on
Speed up the creation of recurring IT account management tasks
Get insights about ITSM performance and use them to make improvements
Automatically document incidents and bugs for better understanding later
Create excellent service experiences for both IT agents and their customers

Apps that support ITSM

Awesome Custom Fields

Awesome Custom Fields helps teams understand issue details at a glance—no coding required. With a range of custom field types, it supports better planning and management in Jira Cloud. These advantages also extend to Jira Service Management, giving agents and customers the same clarity and options to communicate more effectively.

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AutoPage

AutoPage automates documentation tasks by creating Confluence pages from Jira issues. Users can define rules in Jira that specify when pages should be created in Confluence. Pages are generated using user-defined templates, which can include Jira field placeholders that are automatically populated.

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Report Builder

Report Builder for Jira is the most flexible reporting solution on the Atlassian Marketplace. Whether you want to create simple but powerful no-code reports based on pivot tables or dive deep into HTML, CSS and JavaScript to create a 100% custom report, Report Builder has you covered.

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Templating.app

Templating.app helps you reduce effort and save time on recurring Jira tasks. Instead of dealing with complex configurations, teams and users can get started quickly with launching projects or creating multiple issues in just a few clicks.

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Equip support agents with knowledge, fast

Clearer IT requests
Custom fields in the Jira Service Management (JSM) portal enable customers to make clearer IT requests.
Standardized bug reporting
Default descriptions and summaries for bug reporting tickets ensure customers provide the necessary information for the support team to isolate the problem.
IT account management templates
Templates for IT account management tasks ease coordination with HR and save creating the same tickets every time an employee joins or leaves.
Knowledge repository
Automatically creating Confluence documentation from Jira issues improves problem management by providing a knowledge repository for support agents who are investigating the root causes of incidents.

Make better decisions with better data

Enhanced reports on common JSM metrics, as well as metrics you can’t track natively, offer a better understanding of how teams can improve day-to-day service performance.
Coding your own report from scratch using JavaScript enables ITSM teams to pull data not just from other Jira projects but from external systems as well. This brings business intelligence-level insights into Jira and facilitates decisions about how IT services are impacting the business.

Offer an enhanced customer experience

Manage customer expectations

Giving customers extra information about their tickets, such as the estimated size of a job in T-shirt sizes, helps manage expectations and fosters trust.

Related issue transparency

Displaying the summary and status of related issues on a Jira ticket improves transparency for JSM customers. It also aids their understanding of the work required and its wider context.