jira at your service: 10 tips & tricks for improving your service desk

Friday, June 22, 12

Knowledge Management Program Manager, AtlassianJeremy Largman

Tips for Improving Your Service Desk

JIRA at Your Service

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Who’s Jeremy?

Friday, June 22, 12

Who’s Jeremy?

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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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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

Friday, June 22, 12