JIRA At Your Service: 10 Tips & Tricks for Improving Your Service Desk
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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.
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JIRA At Your Service: 10 Tips & Tricks for Improving Your Service Desk
- 1. Friday, June 22, 12
- 2. JIRA at Your Service Tips for Improving Your Service Desk Jeremy Largman Knowledge Management Program Manager, Atlassian Friday, June 22, 12
- 3. Who’s Jeremy? Friday, June 22, 12
- 4. Who’s Jeremy? Friday, June 22, 12
- 5. Who’s Jeremy? Friday, June 22, 12
- 6. Who’s Jeremy? Friday, June 22, 12
- 7. Who’s Jeremy? Friday, June 22, 12
- 8. Has anyone used JIRA bug tracking software to manage help desk trouble tickets? Friday, June 22, 12
- 9. Friday, June 22, 12
- 10. Reporting and Analytics Ticket Management Escalation and SLA Multi-Channel Support Security Knowledge Management Integrations Friday, June 22, 12
- 11. Friday, June 22, 12
- 12. Out of the Box Plugins Customizations Friday, June 22, 12
- 13. Friday, June 22, 12
- 14. Internal and External Friday, June 22, 12
- 15. Internal and External Sit back and enjoy! Friday, June 22, 12
- 16. In the beginning... Friday, June 22, 12
- 17. Security Friday, June 22, 12
- 18. Issue Security vs Project Security Issue Security Project Security “Reporter and Atlassian” A project per ‘customer’ Lots of customers Few customers (~100) Scheme simplicity Scheme flexibility External Helpdesk Internal Helpdesk Friday, June 22, 12
- 19. Ticket Management Friday, June 22, 12
- 20. Make a user friendly workflow • Workflow Transitions Friday, June 22, 12
- 21. What’s happening to my tickets? • Workflow Statuses Friday, June 22, 12
- 22. Create a common queue • Shared Filters and Dashboards Friday, June 22, 12
- 23. While You Were Sleeping... Friday, June 22, 12
- 24. Operational Effectiveness Friday, June 22, 12
- 25. Still overwriting each other! Friday, June 22, 12
- 26. Experimenting with Rapid Boards Friday, June 22, 12
- 27. Multi-Channel Support Friday, June 22, 12
- 28. Email and Phone • Create and Comment Handler • In-product support request • Attachments for phone messages Friday, June 22, 12
- 29. Comments were getting lost Friday, June 22, 12
- 30. Chat Integrations Friday, June 22, 12
- 31. Escalation and SLA Friday, June 22, 12
- 32. Triggers Friday, June 22, 12
- 33. Automatic escalation and close • Jelly Scripts transition issues into a new status • Close issues off automatically after x days • Send out notifications Friday, June 22, 12
- 34. Reporting and Analytics Friday, June 22, 12
- 35. Time Tracking and Components Friday, June 22, 12
- 36. Time Tracking Custom Field Friday, June 22, 12
- 37. Don’t forget JQL! Friday, June 22, 12
- 38. Eazy BI Friday, June 22, 12
- 39. Data Warehouse Friday, June 22, 12
- 40. Knowledge Management Friday, June 22, 12
- 41. Remote Issue Linking Friday, June 22, 12
- 42. Search other systems Friday, June 22, 12
- 43. Hercules Friday, June 22, 12
- 45. JIRA Issue Collector Friday, June 22, 12
- 46. Mobile Friday, June 22, 12
- 47. SOAP and REST APIs Friday, June 22, 12
- 48. Thank you! Friday, June 22, 12
- 49. JIRA at your service - JIRA makes a full-featured helpdesk! http://at.atlassian.com/jira-helpdesk #summit12 Friday, June 22, 12