Launch into New Markets with JIRA Service Desk
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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
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Launch into New Markets with JIRA Service Desk
- 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
- 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
- 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
- 54. Service Team
- 56. ITSD-5
- 61. Contact Form
- 62. Monitoring
- 63. Monitoring
- 67. Web Chat
- 68. Web Chat
- 69. Web Chat
- 70. Theming
- 71. Theming
- 72. Theming
- 73. Theming
- 74. Theming
- 75. Theming
- 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
- 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
- 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
- 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 …" } } }
- 93. Alerting
- 94. Escalation
- 95. AWS
- 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
- 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
- 139. Thank you! SHIHAB HAMID | PRINCIPAL PRODUCT MANAGER | @SHIHABHAMID