How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings

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Learn how Twitter’s help desk moved from a single email inbox into a globally distributed team, deploying JIRA Service Desk and JIRA Agile to provide support for over 3,000 employees. Twitter will also share how to employ JIRA Service Desk across the business to support everything from procurement and HR, to facilities and legal.

Software

Service Desk Saves Twitter IT
Alex Stillings • IT Manager • Twitter • @stillings

Twitter IT
Problem to Solve
Service Desk for IT
Service Desk @ Twitter

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2010 - SFO 2 0 1 2 - NYC/DUB/TOK 2 0 1 3 - SEA/D.C. 2 0 1 4 - LON/BOS
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Tickets Resolved YTD 17,621 IT Support Tickets

Tickets Resolved YTD 17,621 IT Support Tickets
On Track to Resolve 30,000+

Ticket Intake
Pre-Service Desk
Black hole

Ticket Intake
Post-Service Desk
Customer Portal

Ticket Intake
Post-Service Desk
Customer Portal Components
•Google Apps
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•VPN
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May June July
Email Service Desk
Adoption

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May June July
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376
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May June July
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2,120 2,113
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85% 88% 83%
Previously almost 95% email support

Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved

Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
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Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
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Thank you!
Alex Stillings • IT Manager • Twitter • @stillings

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The words we choose have the power to include or alienate our users. The reality is that for many, English is spoken as a second language. And unless you're going to localize your product for those major non-English speaking markets, you'll need to thoughtfully create content that is accessible to a larger audience. But how do we create products that maintain a sense of personality without isolating a wide audience of non-native speakers? Join Atlassian Content Designer, Roana Bilia, as she walks you through why thoughtful, inclusive content, is key to creating well-designed user experiences. You'll walk away with foundational principles for good UX copy when optimizing your product UI, a few quick wins that you as creators and developers can incorporate into your next products, as well as a set of mistakes to avoid that companies—including Atlassian—have made, which prioritized native speakers but isolated non-native speakers.

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We hear it all the time, and we get it. Diversity and inclusion are important! But isn't it an HR problem? HR may be able to help with diversity but inclusion or creating an inclusive environment is everyone's responsibility. So how do we create an inclusive environment that celebrates diversity and engages and supports everyone? Isabel Nyo will be sharing best practices and lessons she has learned along the way. She will also be sharing her experience as a minority, a female technical leader, in the technology industry.

Beyond Diversity: A Guide to Building Balanced Teams

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In September 2018, K15t took its mission to go self-managed to the next-level when the entire company worked together to decide on the Next Big Thing™ to build for Atlassian users and present it at Summit in Las Vegas. In this session, Anshuman Dash, an intern turned software engineer, turned product manager, shares his journey of professional self-discovery. In under five months, he joins a freshly assembled, self-managed team in building a new Atlassian Marketplace app. Dash will give a quick intro to what it means for a team to be self-managed. Then, he'll share his observations and experiences on the team, as well as the best-practices, patterns, and processes K15t has discovered along the way. Whether you are a new team with a kick-ass product idea or a big company figuring out ways to scale, this talk will provide you with practical tips and ideas your team can try out!

The Road(map) to Las Vegas - The Story of an Emerging Self-Managed Team

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Designing for the enterprise comes with a unique set of challenges; ensuring readability and accessibility at scale, meeting the needs of multi-layered organizations, and building a trust when your software - used by dozens of thousands of employees - is considered mission-critical. At Atlassian, we've spent countless hours digging deep into our enterprise customer's needs and we've gathered a vast repository of insights. In this talk, Pawel Wodkowski, a senior designer on Jira Server, will share all that we've learned from our research (while not being shy about busting some of those wild admin myths!). You'll get a crash course in what it means to design for scale the Atlassian way.

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How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings

1. #atlassian

2. Service Desk Saves Twitter IT Alex Stillings • IT Manager • Twitter • @stillings

3. Twitter IT Problem to Solve Service Desk for IT Service Desk @ Twitter

4. Page title here • Level One • Level Two • Level Two • Level Two • Level One

5. 2010 - SFO 2 0 1 2 - NYC/DUB/TOK 2 0 1 3 - SEA/D.C. 2 0 1 4 - LON/BOS Page title here • Level One • Level Two • Level Two • Level Two • Level One

6. Last 12 months

7. Tickets Resolved YTD 17,621 IT Support Tickets

8. Tickets Resolved YTD 17,621 IT Support Tickets On Track to Resolve 30,000+

9. Ticket Intake Pre-Service Desk

10. Ticket Intake Pre-Service Desk

11. Ticket Intake Pre-Service Desk Black hole

12. Ticket Intake Pre-Service Desk Black hole ????

13. Email support doesn’t scale.

14. Twitter IT Problem to Solve Service Desk for IT Service Desk @ Twitter

15. Enter Service Desk

16. Ticket Intake Post-Service Desk

17. Ticket Intake Post-Service Desk

18. Ticket Intake Post-Service Desk Customer Portal

19. Ticket Intake Post-Service Desk Customer Portal Components •Google Apps ! ! ! •VPN ! ! ! •Peripherals

20. Adoption

21. 3000 2250 1500 750 0 May June July Email Service Desk Adoption

22. 3000 2250 1500 750 0 May June July Email Service Desk 2,120 376 Adoption

23. 3000 2250 1500 750 0 2,120 2,113 376 300 May June July Email Service Desk Adoption

24. 3000 2250 1500 750 0 May June July Email Service Desk 2,324 2,120 2,113 467 376 300 Adoption 85% 88% 83% Previously almost 95% email support

25. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved

26. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved In Open Progress

27. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved In Progress Accepted Open

28. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Accepted Open

29. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged

30. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged

31. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged

32. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged

33. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged

34. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged

35. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged

36. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged

37. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged

38. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged

39. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged

40. Kanban Board

41. Kanban Board Execs

42. Kanban Board Execs Expedite

43. Kanban Board Execs Expedite Everything Else

44. Kbase Integration

45. Kbase Integration

46. Reports

47. Ongoing improvements Important To Keep Updating • Keep Articles Relevant • Relevant Spaces • Keyword tagging • Likes • Advanced Report • Get more metrics • Dive into ticketing

48. Components

49. Twitter IT Problem to Solve Service Desk for IT Service Desk @ Twitter

50. Over 80 Service Desks Exist at Twitter

51. Facilities/Workplace

52. Human Resources

53. Procurement

54. Procurement

55. Unified Service Desk!

56.

57. You Can Get Out of Email Support!

58. Thank you! Alex Stillings • IT Manager • Twitter • @stillings