jira at your service: 10 tips & tricks for improving your service desk
Post on 21-Oct-2014
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DESCRIPTION
While JIRA is built to manage software development projects, we know you also use it to support your customers and colleagues. In fact, we use JIRA internally for both our customer helpdesk and internal service desk. Come learn 10 tips and tricks for improving the quality of your service using JIRA.TRANSCRIPT
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Knowledge Management Program Manager, AtlassianJeremy Largman
Tips for Improving Your Service Desk
JIRA at Your Service
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Who’s Jeremy?
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Who’s Jeremy?
Friday, June 22, 12
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Who’s Jeremy?
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Who’s Jeremy?
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Who’s Jeremy?
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Has anyone used JIRA bug tracking
software to manage help desk trouble tickets?
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Ticket ManagementReporting and Analytics
Escalation and SLA
Security
IntegrationsKnowledge Management
Multi-Channel Support
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Out of the Box Plugins Customizations
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Friday, June 22, 12
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Internal and External
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Internal and ExternalSit back and enjoy!
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In the beginning...
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Security
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Issue Security vs Project SecurityIssue Security
“Reporter and Atlassian”Project Security
A project per ‘customer’
Lots of customers Few customers (~100)
Scheme simplicity Scheme flexibility
External Helpdesk Internal Helpdesk
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Ticket Management
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Make a user friendly workflow• Workflow Transitions
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What’s happening to my tickets?• Workflow Statuses
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Create a common queue• Shared Filters and Dashboards
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While You Were Sleeping...
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Operational Effectiveness
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Still overwriting each other!
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Experimenting with Rapid Boards
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Multi-Channel Support
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• Create and Comment Handler• In-product support request• Attachments for phone messages
Email and Phone
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Comments were getting lost
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Chat Integrations
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Escalation and SLA
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Triggers
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• Jelly Scripts transition issues into a new status• Close issues off automatically after x days• Send out notifications
Automatic escalation and close
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Reporting and Analytics
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Time Tracking and Components
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Time Tracking Custom Field
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Don’t forget JQL!
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Eazy BI
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Data Warehouse
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Knowledge Management
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Remote Issue Linking
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Search other systems
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Hercules
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Integrations
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JIRA Issue Collector
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Mobile
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SOAP and REST APIs
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Thank you!
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#summit12
JIRA at your service - JIRA makes a full-featured
helpdesk! http://at.atlassian.com/jira-helpdesk
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