JIRA At Your Service: 10 Tips & Tricks for Improving Your Service Desk
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Transcript of JIRA At Your Service: 10 Tips & Tricks for Improving Your Service Desk
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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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Friday, June 22, 12
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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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