The document discusses the benefits of using JIRA Service Desk for customer service and support. Some key points: - JIRA Service Desk allows companies to resolve tickets faster, with one company increasing ticket resolutions by 70% after deploying it. - It provides a consumer-grade experience for users through features like self-service, knowledge bases, and automation. - Teams can work better together on support through features like shared visibility, comments, and mentions in tickets. - Companies report being able to do more with JIRA Service Desk, such as reducing legal review time by 50% and raising $65k for charity in one day.

1. #jiraservicedesk

2. Getting More Done, Faster:
The Power of JIRA Service Desk
アダム・ロスコスキー
ADAM LASKOWSKI • サポートマネジャー • ATLASSIAN • @FAETH

6. 1,700

7. 1,700

8. 112
Service Desks at one company

10. $0 | customer

11. $0 | customer
$25 |agent

13. Didier Moretti
General Manager, Service Desk

23. 128 Service Design Service Transistion Service Operations Continual Service
Demand
Financial
Strategy Generation
Service Portfolio
Service Catalog
Service Level
Capacity
Availability
Service Continuity
Information Security
Knowledge
Change
Asset and Configuration
Release and Deployment
Incident
Problem
Event
Request Fufillment
Access
Operations
Improvement
Service Measurement
Service Reporting
Service Improvement
Transision Planning and
Support
Service Validation and
Testing
Service Desk
Application
Technical
IT Operations

25. Customer

29. Laptop?

31. A/B Test

32. E-mail?

34. Contract?

35. CEo-nmtraaicl?t?

36. E-mail?

37. ?

39. How can I give my
users a
consumer grade
experience?

41. How can I
do more,
faster?

43. How can
work
my team
better together?

44. How can I
add more value
to my company?

45. Do more,
faster
Consumer
grade
experience
Work
better
together
Add
more value

51. %&#@!!
%&#@!!
%&#@!!
%&#@!!
%&#@!!
%&#@!!

52. Get rid of
your old van.

55. Impressive experience

57. Laptop?

58. HPR

82. Email your service desk

85. %&#@!!
%&#@!!
%&#@!!
%&#@!!
%&#@!!
%&#@!!

88. Impressive
experience

91. Faster
with self service

93. Solve

94. Solve
Do

95. Solve
Knowledge Base
Do

96. Knowledge Base

97. Since deploying JIRA Service Desk we’ve
increased tickets resolution by almost 70
percent NICK CUNNINGHAM, PUPPET LABS ”
“

101. print

102. print

103. print

104. print

105. print

106. print

107. print

108. print

109. print

110. print

111. Solve
Do

112. Solve
Do

113. Solve
Automation
Do

115. Automation

116. When ticket is approved then grant access

117. ticket is approved grant access

118. ticket is approved
grant access

119. ticket is approved
close ticket
a system goes down create a ticket
email is received
reset password
give suggestion
sla is due send reminder
escalate ticket
ticket times out
grant access
a ticket is raised
change priority

122. Impressive
experience

123. Impressive
experience
Faster with
self service

127. Powered by teamwork

137. Comments Shares Mentions

145. That’s not good, that will stop sales coming in. I’m investigating now.

148. Verified that this isn’t an issue with the hardware, we’ll need to refer this to Jenny. @JennyEvans - can you look into this?

173. Impressive
experience
Faster with
self service

174. Impressive
experience
Powered by
teamwork
Faster with
self service

176. Win Together!

177. Win Together!

178. Win Together!

179. Twitter

180. Reduced time spent by
50%
on requests for legal review

181. Build Engineering
18
Net Promoter Score

182. Build Engineering 38
Net Promoter Score

183. Raised
$65K
for Room to Read in 1 day

184. Do more,
faster
Consumer
grade
experience
Work
better
together
Add
more value

185. Do more,
faster
Work
better
together
Add
more value

186. Work
better
together
Add
more value

187. Add
more value

190. 2.0

192. New Pricing
Central Portal
Email Requests
Team Workload
Collaborators
Integrations

195. Mobile Experience
Integrated Knowledge Search
Automation
Confluence Question Integration

196. Thanks!