Atlassian expands Jira Service Desk beyond IT teams

Atlassian today announced a set of new templates and workflows for Jira Service Desk that were purpose-built for HR, legal and facilities teams. Service Desk started six years ago as a version of Jira that was mostly meant for IT departments. Atlassian, however, found that other teams inside the companies that adopted it started to use it as well, including various teams at Twitter and Airbnb, for example. With today’s update, it’s now making it easier for these teams, at least in legal, HR and facilities, to get started with Jira Service Desk without having to customize the product themselves.

“Over the last six years, one of the observations that we’ve made was that we need to provide really good services — the idea that we can provide great services to employees is really something that is really on the rise,” said Edwin Wong, the head of the company’s IT products. “I think in the past, maybe we were a bit more forgiving in terms of what employees expected from services departments. But today you’re just so used to great experiences in your consumer life and when you come to work, you expect the same.”

But lots of service teams, he argues, didn’t have the tools to provide this experience, yet they were looking for tools to streamline their workflows (think onboarding for HR teams, for example) and to move from manual processes to something more automated and modern. Jira was already flexible enough to allow them to do this, but the new set of templates now codifies these processes for them.

Wong stressed this isn’t just about tracking but also managing work across teams and providing them a more centralized hub for information. “One of the big challenges that we’ve seen from many of the customers that we’ve spoken to is the challenge of just figuring out where to go when you want something,” he said. “When I have a new employee, where do I go to ask for a new laptop? Is that the same process as telling my facilities teams that perhaps there is an issue with a bathroom?”

Atlassian is starting with these three templates because that’s where it saw the most immediate need. Over time, I’m sure we’ll see the company get into other verticals as well.


By Frederic Lardinois

Small businesses love free stuff, so Gusto is giving them free HR Basics

Gusto, formerly ZenPayroll, is the rare startup unicorn that has stayed relatively mum on its product and growth — it’s last press release, for instance, was more than a year ago. The company’s core offering remains payroll for small businesses, and it has been working to expand its customer base across the nation, including have its CEO, Joshua Reeves, go on a tour of the country to visit SMBs in an RV.

One challenge small businesses face though is getting access to high-quality, yet affordable software, particularly in HR. “Small businesses actually get that people are the core more than large companies,” Reeves explained to me. “In a ten person company, you know everyone, your customers are your neighbors, but they never really had access to high-quality software.”

Gusto is hoping to fill that gap, announcing the beta launch of a new product it’s calling HR Basics. The product offers a suite of tools for small businesses to handle the quotidian tasks of HR, including managing vacation time, compiling employee directories, and improving the onboarding of new hires. Most importantly, the product is free, and doesn’t require a credit card or a bank account to sign up.

Reeves believes that Gusto has two purposes: to offer “peace of mind” to small business owners around areas like compliance that can lead to negative enforcement actions, and to provide software that can help companies become “great places to work” that are more focused on community. Reeves is particularly passionate about the latter point. “Even the terminology ‘human capital management’ — humans are not capital, humans are not resources, they are people thank you very much.”

One particular area of focus for HR Basics is around onboarding. Gusto is hoping that it can move all HR paperwork online, so that everything required to officially onboard an employee can be done even before the employee walks into work the first day. With that out of the way, Gusto can then focus on helping companies create the right corporate culture. For instance, the product offers a “Welcome Wall” where other employees can write cheerful and encouraging notes for a new employee to make them feel like they belong at the company from day one.

The Welcome Wall is designed to encourage new employees joining a company

This new product is free for businesses, and Gusto obviously hopes that it creates a funnel of potential customers who will eventually sign up for its payroll service and full HR platform, which charge around $6-12 a month per employee based on the specific plan that a business chooses.

One interesting commitment Gusto is making according to Reeves is that an employee’s profile on the platform will be a lifetime account. If an employee moves from one company to the next and both use Gusto, all of the preferences and other data required to administer HR should work immediately.

That portability mattered less in a world where employees spent decades at a single company, but now that employees often switch employers as often as every year, the repeated savings of time in the transition can be quite significant. Longer term, Gusto sees that sort of portability as critical for facilitating the changing nature of work in the 21st century.

Gusto, which was founded in 2011, is now entering middle age, and the company has 530 employees across its San Francisco and Denver offices according to Reeves.