Friday, June 22, 12

Knowledge Management Program Manager, AtlassianJeremy Largman

Tips for Improving Your Service Desk

JIRA at Your Service

Friday, June 22, 12

Who’s Jeremy?

Friday, June 22, 12

Who’s Jeremy?

Friday, June 22, 12

Who’s Jeremy?

Friday, June 22, 12

Who’s Jeremy?

Friday, June 22, 12

Who’s Jeremy?

Friday, June 22, 12

Has anyone used JIRA bug tracking

software to manage help desk trouble tickets?

Friday, June 22, 12

Friday, June 22, 12

Ticket ManagementReporting and Analytics

Escalation and SLA

Security

IntegrationsKnowledge Management

Multi-Channel Support

Friday, June 22, 12

Friday, June 22, 12

Out of the Box Plugins Customizations

Friday, June 22, 12

Friday, June 22, 12

Internal and External

Friday, June 22, 12

Internal and ExternalSit back and enjoy!

Friday, June 22, 12

In the beginning...

Friday, June 22, 12

Security

Friday, June 22, 12

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

Friday, June 22, 12

Ticket Management

Friday, June 22, 12

Make a user friendly workflow• Workflow Transitions

Friday, June 22, 12

What’s happening to my tickets?• Workflow Statuses

Friday, June 22, 12

Create a common queue• Shared Filters and Dashboards

Friday, June 22, 12

While You Were Sleeping...

Friday, June 22, 12

Operational Effectiveness

Friday, June 22, 12

Still overwriting each other!

Friday, June 22, 12

Experimenting with Rapid Boards

Friday, June 22, 12

Multi-Channel Support

Friday, June 22, 12

• Create and Comment Handler• In-product support request• Attachments for phone messages

Email and Phone

Friday, June 22, 12

Comments were getting lost

Friday, June 22, 12

Chat Integrations

Friday, June 22, 12

Escalation and SLA

Friday, June 22, 12

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

Friday, June 22, 12

Reporting and Analytics

Friday, June 22, 12

Time Tracking and Components

Friday, June 22, 12

Time Tracking Custom Field

Friday, June 22, 12

Don’t forget JQL!

Friday, June 22, 12

Eazy BI

Friday, June 22, 12

Data Warehouse

Friday, June 22, 12

Knowledge Management

Friday, June 22, 12

Remote Issue Linking

Friday, June 22, 12

Search other systems

Friday, June 22, 12

Hercules

Friday, June 22, 12

Integrations

Friday, June 22, 12

JIRA Issue Collector

Friday, June 22, 12

Mobile

Friday, June 22, 12

SOAP and REST APIs

Friday, June 22, 12

Thank you!

Friday, June 22, 12

#summit12

JIRA at your service - JIRA makes a full-featured

helpdesk! http://at.atlassian.com/jira-helpdesk

Friday, June 22, 12