Five worthy reads is a regular column on five noteworthy items we’ve discovered while researching trending and timeless topics. This week, we explore how chatbots decode the mysteries of customer engagement.

Bug tracking is hard. Once more for your boss in the back. Bug tracking is hard! The support agent to developer handoff is a crucial yet an easily mishandled exchange. That’s bad news if you’re striving for low time-to-resolution targets and happy customers. Luckily, Atlassian and its app vendors provide an array of tools that can help you automate your bug resolution workflows to improve speed, consistency, and communication.

ServiceDesk Plus users can now use an AD management plug-in to create and manage Active Directory (AD) users from the ServiceDesk Plus console. This plug-in will automatically add all AD user management actions to this help desk tool’s service catalog. Beyond technicians logging into ServiceDesk Plus to execute requests, regular users can access the tool to raise requests for user management actions.

Nothing puts a drag on IT service teams and customer support teams like answering the same question across multiple tickets. Outages and incidents have a way of sending these teams an avalanche of duplicate tickets. During a service interruption, tickets start flying in, the team can’t keep up, and end users have a bad experience made even worse.