When developers try to support the products they build, they often oscillate between two pitfalls: neglect and burnout. In this presentation, you'll learn how to build a responsive, stable support infrastructure for products without running developers ragged. We’ll talk through onboarding a first-tier support team, educating users on how to ask for help, and using automation to make responses consistent and efficient. Finally we'll cover how Jira Service Desk and the Atlassian Community site work together as support forums across a wide suite of products.
3. Support adds value
Whether it’s support for a
product or an internal help desk,
support adds value
Source: www.imtrading.nl/en/metal/precious-metals/
9. Connect
Support to
Delivery
Single Source
of Truth
Support feeds delivery
Support agents report issues to delivery
teams.
Use the links
Jira issue links connect customer issues to
the delivery teams’ backlog.
Service Desk
Done Right
10. Connect
Support to
Delivery
Support feeds delivery
Support agents report issues to delivery
teams.
Use the links
Jira issue links connect customer issues to
the delivery teams’ backlog.
Single Source
of Truth Keep detail backstage
Get all the details in the support case,
extract the relevant parts for the backlog.
Service Desk
Done Right
11. All roads lead to service desk
All support issues live in Jira Service Desk.
Connect
Support to
Delivery
Single Source
of Truth
Service Desk
Done Right
12. All roads lead to service desk
All support issues live in JIRA Service Desk.
Tell your story
Record support interactions and reveal
your value.
Connect
Support to
Delivery
Single Source
of Truth
Service Desk
Done Right
14. Service Desk Done Right
First Tier Support
Hard Questions
Community Knowledge Base
PART 2
PART 1
15. Service Desk Done Right
First Tier Support
Hard Questions
Community Knowledge Base
PART 2
PART 1
16. Do It In Public
Make it visible and accessible
Three Pillars of a Knowledge Base
Know Thy Customer
Find subject matter experts
FAQ It
Concrete how-to guides
17. Don’t cross the streams
Source: http://www.flickr.com/photos/28277470@N05/35758175980
19. We welcome and encourage you to share your
ideas through our community forums. While
our developers may not reply to your ideas,
they watch the forums for constructive
feedback, player reactions, and popular topics.
THE GAME COMPANY WHICH SHALL NOT BE NAMED
27. First Tier
Support
Delivery
Customers
Working test environment
You can’t support what you can’t see.
Mentor
The best teacher is not always the
most senior person.
Tips & snips, not scripts
Get consistency without the headache.
31. First Tier
Support
Delivery
Customers
Hear them out
Take their ideas and feedback seriously.
Make them beta testers
Let your agents try out new features and
major changes before your customers do.
32. First Tier
Support
Delivery
Customers
Hear them out
Take their ideas and feedback seriously.
Make them beta testers
Let your agents try out new features and
major changes before your customers do.
Keep good boundaries
Support agents are not developers or
designers. Don’t try to give them everything
they want.
33. Even when you are big
enough to shield your
developers from
operational pain, DON’T.
BARUCH SADOGURSKY - DEVELOPER ADVOCATE, JFROG
47. Who are your VIPs?
How far will we go?
How far must we go?
HARD QUESTIONS
48. Takeaways
Know who your VIPs are and why Know your limits
Separate your service desk
and community KB
Treat your service desk
agents like junior delivery