IT, customer service, and business process management are multi-billion dollar industries that you can tap into. How? By building amazing add-ons for the fastest growing product in Atlassian: JIRA Service Desk. In this talk, JIRA Service Desk's Principal Product Manager, Shihab Hamid, covers both the opportunities to solve real customer problems and dive into the new API that's available so you can make it happen! Shihab Hamid, Principal Product Manager, Atlassian

1. Launch into New Markets
with JIRA Service Desk
SHIHAB HAMID | PRINCIPAL PRODUCT MANAGER | @SHIHABHAMID

2. YEAR IN REVIEW
Today
May 2016 May 2017
350+
add-ons
API announced

4. Why? How?
Build on

5. Are you using
QUESTION
?

6. 20,000+ teams

7. JIRA USAGE

8. JIRA USAGE
40% running IT Service Desk

9. Custom Fields Workflows Permissions Notifications
is flexible

11. Service Team

12. Customers Volume

20. Incident Problem Change Service Req
ITIL Certified

22. IT is more than
just a service desk
CONTEXT

23. Opportunities in IT

24. IT
Monitoring
Linking
Automation
Communication
Alert
MONITORING / ALERTS

25. IT
Monitoring
Linking
Automation
Communication
Incident
MONITORING / INCIDENTS

26. IT
Monitoring
Linking
Automation
Communication
LINKING / PROBLEMS

27. IT
Monitoring
Linking
Automation
Communication
LINKING / ASSET + CMDB

28. IT
Monitoring
Linking
Automation
Communication
AUTOMATION
NEEDS APPROVALAPPROVED

29. IT
Monitoring
Linking
Automation
Communication
COMMUNICATION / ALERTS

30. IT
Monitoring
Linking
Automation
Communication
COMMUNICATION / USER INTERACTION

31. IT
Monitoring
Linking
Automation
Communication

32. IT is more than
just a service desk
CONTEXT

33. is more than just IT
CONTEXT

34. JIRA SERVICE DESK USAGE

35. JIRA SERVICE DESK USAGE
60% using for Customer Support

36. JIRA SERVICE DESK
Customer
Portal
Agent-Based
Pricing
Dev Team
Integration

37. JIRA SERVICE DESK
Customer
Portal
Agent-Based
Pricing
Dev Team
Integration
Customer
Organisations
Email
Customisation
Customer
Satisfaction
Anonymous
Portal
Language
Support

38. Opportunities in Customer Support

39. Customer
Support
Multi-channel
Social Media
CRM
Contextual
MULTI-CHANNEL

40. Customer
Support
Multi-channel
Social Media
CRM
Contextual
SOCIAL MEDIA

41. Customer
Support
Multi-channel
Social Media
CRM
Contextual
CRM / COMPANY

42. Customer
Support
Multi-channel
Social Media
CRM
Contextual
CRM / CONTRACTS

43. Customer
Support
Multi-channel
Social Media
CRM
Contextual
CONTEXTUAL / THEMING

44. Customer
Support
Multi-channel
Social Media
CRM
Contextual
CONTEXTUAL / IN-APP

45. Customer
Support
Multi-channel
Social Media
CRM
Contextual

46. Business
Services
Facilities
HR
Finance
Legal

47. Business
Services
Facilities
HR
Finance
Legal

48. Why? How?
Build on

49. API
REST
Orchestration
User Interface

52. Software Service
Desk
JIRA Platform

53. Service
Desk
JIRA Platform

54. Service Team

55. Service Team Customers

56. ITSD-5

57. Service
Desk
JIRA Platform

58. Service
Desk
JIRA Platform

59. Agents
$20 / month
Customers
Free

60. REST API
EXAMPLES

61. Contact
Form

62. Monitoring

63. Monitoring

64. Call Center
Service Desk

65. Call Center
Service Desk

66. Call Center
Service Desk

67. Web Chat

68. Web Chat

69. Web Chat

70. Theming

71. Theming

72. Theming

73. Theming

74. Theming

75. Theming

76. API
REST
Orchestration
User Interface

77. API
REST
Orchestration
User Interface

78. WHEN
Issue created
Issue commented
Issue transitioned
SLA about to breach
Automation Framework
IF
Issue matches JQL
User is agent/customer
Comment is public/private
Comment contains text
THEN
Edit issue
Transition issue
Add comment
Send email

79. AUTOMATIC TRIAGE
… ‘account’ …

80. SLA ALERT

82. WHEN
Issue created
Issue commented
Issue transitioned
SLA about to breach
Automation Framework
IF
Issue matches JQL
User is agent/customer
Comment is public/private
Comment contains text
THEN
Edit issue
Transition issue
Add comment
Send email
Fire webhook

83. WEBHOOK

84. WEBHOOK

85. WEBHOOK
Directory
Service
LDAP
Server

86. WHEN
Issue created
Issue commented
Issue transitioned
SLA about to breach
Automation Framework
IF
Issue matches JQL
User is agent/customer
Comment is public/private
Comment contains text
THEN
Edit issue
Transition issue
Add comment
Send email
Fire webhook
Pluggable actions

87. AUTOMATION ACTION

88. AUTOMATION ACTION
"automation-actions": [
{
"key": "send-sms-action",
"name": {
"value": "Send an SMS"
},
"webhook": {
"url": "/send-sms"
},
"configForm": {
"url": "/config-sms"
},
"requires": [
"issue"
]
}
]

89. AUTOMATION ACTION
POST http://addon-baseurl/send-sms
{
timestamp: …,
issue: {
key: "ITSD-7",
…
},
action: {
configuration {
to: "Incident response team"’
message: "A SEV1 incident …"
}
}
}

90. AUTOMATION ACTION

91. AUTOMATION ACTION

92. Webhooks
EXAMPLES

93. Alerting

94. Escalation

95. AWS

96. API
REST
Orchestration
User Interface

97. API
REST
Orchestration
User Interface

99. Agent
Interface
Customer
Portal

106. serviceDeskQueues: [
{
key: ‘my-custom-queue’,
name: {
value: ‘My Custom Queue’,
},
group: ‘my-queues-group’,
url: ‘/custom—queue’
}
]

110. Need High Res

111. serviceDeskReports: [
{
key: ‘my-custom-report’,
name: {
value: ‘My Custom Report’,
},
group: ‘my-reports-group’,
url: ‘/custom—report’
}
]

116. webItems: [{
key: ‘assets’,
name: { value: ‘Assets’ },
location: ‘jira.project.sidebar.plugins.navigation’,
…
}],
webPanels: [{
key: ‘my-asset-panel’,
name: { value: ‘Asset Catalog’ },
url: ’/asset-catalog’,
…
}]

117. Assets

118. Agent
Interface

119. Customer
Portal

124. Known
Problems
Mobile app users having trouble logging in - view StatusPage
Status Update

126. ProForma
Templates

127. ProForma
Templates

130. Call support

132. Injecting into our UI Injecting into your UI

134. bit.ly / jsd-embed

135. API
REST
Orchestration
User Interface

136. API
REST
Orchestration
User Interface
Markets
IT
Customer Support
Business Services

137. API
REST
Orchestration
User Interface
Markets
IT
Customer Support
Business Services
Growth
20k+ teams
Fastest growing
product
Monitoring
Aggregation
Asset Tracking
Issue Linking
Automation
Provisioning
Scripting
Screensharing
Remote Desktop
Alerting
SMS
Phone
Web Chat
Native Embed
Facebook
Twitter
Escalation
Rostering
On-boarding
Reporting
Procurement
Job Publishing
Theming

138. developer.atlassian.com
/service-desk

139. Thank you!
SHIHAB HAMID | PRINCIPAL PRODUCT MANAGER | @SHIHABHAMID