Cross-Team Collaboration

Challenge

Silos, delays, and visibility gaps that holds service teams back

As service operations become increasingly multi-functional, IT leaders face persistent barriers:

Siloed teams using disconnected systems
Manual handoffs leading to delayed resolutions
Limited visibility across departmental workflows
Misaligned goals and priorities between support, HR and vendors

These inefficiencies inflate ticket volumes, delay business processes, and ultimately impact user satisfaction and team productivity.

Solution

A unified framework for seamless collaboration

Elements apps create a unified collaboration framework within your Jira environment. Whether handling incidents, service requests, or lifecycle processes like onboarding, you get:

Automated content publishing to reduce ticket recurrence

Connected workflows across IT, HR, and vendors

Real-time sync of tickets across multiple projects and teams

Context-rich visibility on request progress, SLAs, and ownership

The Solution: Experience Management that puts people first

Benefits

`Accelerate high-quality request intake`

Capture structured, complete request data from CRMs, HRIS, or procurement systems, without the usual back-and-forth.

`Improve cross-team efficiency`

Reduce time spent on coordination by syncing issues between teams and automating repetitive service tasks

`Increase service transparency`

Improve user satisfaction by surfacing key data, like subtasks and SLAs on your JSM portal. Eliminate follow-ups and accelerate issue resolution.

`Enrich your knowlegde base on the fly`

Auto-generate smart Confluence content enriched with critical business and technical context. No copy-paste. The fastest route to a knowledge base that truly enables shift left.

Use cases

Streamlined cross-team escalation

Route incidents across departments with automated workflows, while giving teams critical context and visibility at every step.

Deliver seamless, secure services across teams and suppliers

Collaborate securely with external vendors syncing requests, updates, and SLAs without exposing sensitive data.

Flawless Joiner–Mover–Leaver journeys at scale

Ensure every employee change is fast, secure, and coordinated. Automate tasks and keep stakeholders in the loop across IT, HR, and security.

What’s Included?

The solution brings together three tightly integrated apps to provide a comprehensive, 360° view of the service journey inside Jira Service Management:

Structured, dynamic data intake from external systems so requests land in Jira complete, clean, and actionable.

Synchronize issues and updates between teams, departments, and vendors without duplication or data loss.

Automatically publish KB content to Confluence to reduce friction and scale support.

Provide clear, real-time visibility to stakeholders across the fulfillment process.

Ready to eliminate silos and accelerate service delivery?

Unlock efficient cross-team collaboration and bring structure, visibility, and alignment to your cross-team workflows.

Book a demo

FAQ

How does the solution work?

The apps packaged into this solution are a collection of 4 Marketplace apps:
– Elements Connect (external data fields for Jira)
– Elements Copy & Sync
– Elements Publish (Confluence pages created from Jira issues)
– Elements Overview – display related issues in custom views
They are available to try free for 30 days and provide a comprehensive, 360° view of the service journey inside Jira Service Management. JSM

Can I start with one app?

Of course! You can start with a single app and add more depending on your needs.
If you would like to be advised or discussed your needs, you can book a demo.

Where is my data stored?

Elements Overview runs on Atlassian’s infrastructure, so your data is securely stored in your Atlassian site.
Elements Connect, Elements Copy & Sync and Elements Publish safely store app data in a database hosted in an AWS Data Center in North Virginia, USA.
Data Residency is available for Elements Copy & Sync and Elements Publish in the DE Realm (Frankfurt AWS region).
We’re part of the Atlassian Marketplace Cloud Security Program, and our apps are Cloud Fortified, the highest security level for Marketplace Partners. For more details, visit our Trust Center.

Do I need two active licenses for synchronizing issues between two instances?

To copy & synchronize data from the source instance to the target instance you only need one active licence (on the source instance). The active license on the target instance is only required if you need to do bidirectional cloning or synchronization of data between the two instances.

What external systems can I connect to with Elements Connect?

Elements Connect allows you to pull external data from any databases and most of REST API based data sources.
Among others, you can connect to:
– Salesforce
– Monday
– ServiceNow
– Google APIs
– HubSpot
– Microsoft Graph
– Azure Active Directory
….

Explore our solutions

Experience Management for JSM

Deliver user-first support: turn real feedback into actions that reduce friction, cut escalations, and boost satisfaction.

B2B Customer Service Management

Modern B2B customers expect more than just ticket resolution. They expect fast and seamless experiences delivered across every interaction. With Elements apps, you can meet those expectations without leaving Jira Service Management.

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Migrate your Elements Apps with confidence

From siloed to seamless: rethink cross-team service operations