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. 1. Friday, June 22, 12
  2. 2. JIRA at Your Service Tips for Improving Your Service Desk Jeremy Largman Knowledge Management Program Manager, AtlassianFriday, June 22, 12
  3. 3. Who’s Jeremy?Friday, June 22, 12
  4. 4. Who’s Jeremy?Friday, June 22, 12
  5. 5. Who’s Jeremy?Friday, June 22, 12
  6. 6. Who’s Jeremy?Friday, June 22, 12
  7. 7. Who’s Jeremy?Friday, June 22, 12
  8. 8. Has anyone used JIRA bug tracking software to manage help desk trouble tickets?Friday, June 22, 12
  9. 9. Friday, June 22, 12
  10. 10. Reporting and Analytics Ticket Management Escalation and SLA Multi-Channel Support Security Knowledge Management IntegrationsFriday, June 22, 12
  11. 11. Friday, June 22, 12
  12. 12. Out of the Box Plugins CustomizationsFriday, June 22, 12
  13. 13. Friday, June 22, 12
  14. 14. Internal and ExternalFriday, June 22, 12
  15. 15. Internal and External Sit back and enjoy!Friday, June 22, 12
  16. 16. In the beginning...Friday, June 22, 12
  17. 17. SecurityFriday, June 22, 12
  18. 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 HelpdeskFriday, June 22, 12
  19. 19. Ticket ManagementFriday, June 22, 12
  20. 20. Make a user friendly workflow • Workflow TransitionsFriday, June 22, 12
  21. 21. What’s happening to my tickets? • Workflow StatusesFriday, June 22, 12
  22. 22. Create a common queue • Shared Filters and DashboardsFriday, June 22, 12
  23. 23. While You Were Sleeping...Friday, June 22, 12
  24. 24. Operational EffectivenessFriday, June 22, 12
  25. 25. Still overwriting each other!Friday, June 22, 12
  26. 26. Experimenting with Rapid BoardsFriday, June 22, 12
  27. 27. Multi-Channel SupportFriday, June 22, 12
  28. 28. Email and Phone • Create and Comment Handler • In-product support request • Attachments for phone messagesFriday, June 22, 12
  29. 29. Comments were getting lostFriday, June 22, 12
  30. 30. Chat IntegrationsFriday, June 22, 12
  31. 31. Escalation and SLAFriday, June 22, 12
  32. 32. TriggersFriday, June 22, 12
  33. 33. Automatic escalation and close • Jelly Scripts transition issues into a new status • Close issues off automatically after x days • Send out notificationsFriday, June 22, 12
  34. 34. Reporting and AnalyticsFriday, June 22, 12
  35. 35. Time Tracking and ComponentsFriday, June 22, 12
  36. 36. Time Tracking Custom FieldFriday, June 22, 12
  37. 37. Don’t forget JQL!Friday, June 22, 12
  38. 38. Eazy BIFriday, June 22, 12
  39. 39. Data WarehouseFriday, June 22, 12
  40. 40. Knowledge ManagementFriday, June 22, 12
  41. 41. Remote Issue LinkingFriday, June 22, 12
  42. 42. Search other systemsFriday, June 22, 12
  43. 43. HerculesFriday, June 22, 12
  44. 44. IntegrationsFriday, June 22, 12
  45. 45. JIRA Issue CollectorFriday, June 22, 12
  46. 46. MobileFriday, June 22, 12
  47. 47. SOAP and REST APIsFriday, June 22, 12
  48. 48. Thank you!Friday, June 22, 12
  49. 49. JIRA at your service - JIRA makes a full-featured helpdesk! http://at.atlassian.com/jira-helpdesk #summit12Friday, June 22, 12

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