how to support external customers with jira service desk - tony atkins
DESCRIPTION
This talk will share lessons learned migrating Atlassian external-facing customer service teams to JIRA Service Desk, and demonstrate practical tips to help your customer service teams get the most out of JIRA Service Desk, JIRA, and JIRA plugins.TRANSCRIPT
#atlassian
How to Support External Customers with JIRA Service Desk...
Tony Atkins • Program Manager • Atlassian • @duhrer
So, Atlassian doesn’t have sales
people...
But we do have people who talk to you once you're interested in
buying our software…
Customer Advocates
Global Team:
20Advocates
High Volume:
11,000Requests / Month
20%Phone Calls 80%
Web and Email
The ProblemI s o l a t e d Te a m
L i m i t e d R e p o r t i n g
H a rd t o C u s t o m i z e
L i m i t e d D a t a a n d M e t r i c s
The ProblemI s o l a t e d Te a m
L i m i t e d R e p o r t i n g
H a rd t o C u s t o m i z e
L i m i t e d D a t a a n d M e t r i c s
I s o l a t e d Te a m
Lost in Translation
Lost in Translation
The ProblemI s o l a t e d Te a m
L i m i t e d R e p o r t i n g
H a rd t o C u s t o m i z e
L i m i t e d D a t a a n d M e t r i c s
The ProblemI s o l a t e d Te a m
L i m i t e d R e p o r t i n g
H a rd t o C u s t o m i z e
L i m i t e d D a t a a n d M e t r i c sL i m i t e d D a t a a n d M e t r i c s
”“ What’s measured improves.
P e t e D r u c k e r
SLAs
SLAs
SLAs
Time Tracking
Time Tracking
Workflow
Workflow
Workflow
The ProblemI s o l a t e d Te a m
L i m i t e d R e p o r t i n g
H a rd t o C u s t o m i z e
L i m i t e d D a t a a n d M e t r i c s
The ProblemI s o l a t e d Te a m
L i m i t e d R e p o r t i n g
H a rd t o C u s t o m i z e
L i m i t e d D a t a a n d M e t r i c s
L i m i t e d R e p o r t i n g
Reporting
The ProblemI s o l a t e d Te a m
L i m i t e d R e p o r t i n g
H a rd t o C u s t o m i z e
L i m i t e d D a t a a n d M e t r i c s
The ProblemI s o l a t e d Te a m
L i m i t e d R e p o r t i n g
H a rd t o C u s t o m i z e
L i m i t e d D a t a a n d M e t r i c s
H a rd t o C u s t o m i z e
One Size Fits Some
One Size Fits Some
SLAs
Reports
I s o l a t e d Te a m
L i m i t e d R e p o r t i n g
H a rd t o C u s t o m i z e
L i m i t e d D a t a a n d M e t r i c s
The Problem
The SolutionC o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c s
The Solution
The SolutionC o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c s
The SolutionC o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c s
C o n n e c t e d Te a m
Collaboration
Collaboration
The SolutionC o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c s
The SolutionC o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c sG re a t D a t a a n d M e t r i c s
Replaced
21Custom Fields with Labels
SLAs
SLAs
SLAs
Workflow
Workflow
Workflow
Time Tracking
Time Tracking
Time Tracking
Change Log
Searchable!
The SolutionC o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c sG re a t D a t a a n d M e t r i c s
Value Stream
Value Stream
Start Finish
Time Spent
Value Stream
Start Finish
Time Spent
Value Stream
Start Finish
Time Spent
High Value
Low Value
The SolutionC o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c s
The SolutionC o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c s
G re a t R e p o r t i n g
Reports
Reports
The SolutionC o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c s
The SolutionC o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c s
E a s y t o C u s t o m i z e
SLAs
SLAs
Agent Views
Agent Views
Reports
Reports
Reports
The SolutionC o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c s
E a s y t o C u s t o m i z e
C o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c s
The Solution
The SolutionC o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c s
C o n n e c t e d Te a m
G re a t R e p o r t i n g
E a s y t o C u s t o m i z e
G re a t D a t a a n d M e t r i c s
To n y A t k i n s • P ro g r a m M a n a g e r • A t l a s s i a n • @ d u h re r
Thank you!
Image Credits
IcoMoon Icon Pack https://icomoon.io
Entypo Pictogram Suite http://www.entypo.com/
Jeff McNeill http://bit.ly/1oJ1w26+