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.

Technologie

JIRA at Your Service
Tips for Improving Your Service Desk

Jeremy Largman
Knowledge Management Program Manager, Atlassian

Friday, June 22, 12

Has anyone used JIRA bug tracking
software to manage help desk trouble
tickets?

Friday, June 22, 12

Reporting and Analytics
Ticket Management Escalation and SLA

Multi-Channel Support Security

Knowledge Management Integrations
Friday, June 22, 12

Out of the Box Plugins Customizations

Friday, June 22, 12

Internal and External

Friday, June 22, 12

Internal and External
Sit back and enjoy!

Friday, June 22, 12

In the beginning...

Friday, June 22, 12

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

Make a user friendly workﬂow
• Workﬂow Transitions

Friday, June 22, 12

What’s happening to my tickets?
• Workﬂow Statuses

Friday, June 22, 12

Create a common queue
• Shared Filters and Dashboards

Friday, June 22, 12

While You Were Sleeping...

Friday, June 22, 12

Operational Effectiveness

Friday, June 22, 12

Still overwriting each other!

Friday, June 22, 12

Experimenting with Rapid Boards

Friday, June 22, 12

Multi-Channel Support

Friday, June 22, 12

Email and Phone

• Create and Comment Handler
• In-product support request
• Attachments for phone messages

Friday, June 22, 12

Comments were getting lost

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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

Reporting and Analytics

Friday, June 22, 12

Time Tracking and Components

Friday, June 22, 12

Time Tracking Custom Field

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Knowledge Management

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Remote Issue Linking

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Search other systems

Friday, June 22, 12

JIRA Issue Collector

Friday, June 22, 12

JIRA at your service - JIRA makes a full-featured
helpdesk! http://at.atlassian.com/jira-helpdesk

#summit12

Friday, June 22, 12

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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

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20. Make a user friendly workﬂow • Workﬂow Transitions Friday, June 22, 12

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