At Jira Service Desk, we've been busy rolling out new features across our portal, knowledge base, international support and more. Come listen to Shihab Hamid, Product Manager at Atlassian, give a product deep-dive covering the latest features shipped with real examples that go beyond the basics. We will cover topics like: - Designing a request catalog - Growing and managing a knowledge-base - Branding your service desk and making it human - Multi-channel service desk that makes it easy to get help - Localizing your service desk - Going beyond multi-channel with an embedded service experience All colored with real examples that go beyond the basics.

1. It’s all about the
customer experience
The latest from Jira Service Desk
SHIHAB HAMID | PRINCIPAL PRODUCT MANAGER | ATLASSIAN

2. Are you using
QUESTION
?

3. 25,000+ teams

4. JIRA USAGE

5. JIRA USAGE
40% running IT Service Desk

6. Custom Fields Workflows Permissions Notifications
is flexible

8. Service Team

9. Reports
Queues
Automation
SLA

10. I’ve set up the perfect system,
but my users aren’t using it
ADMIN FEEDBACK

11. Service Team Customers

12. #1
Ease of use for end users
2017 JIRA SERVICE DESK PRODUCT SURVEY

14. CUSTOMER EXPERIENCE
Portal BeyondEmail

15. CUSTOMER EXPERIENCE
Portal BeyondEmail

16. Over 90% of contact centers
offer email
DIMENSION DATA 2016 GLOBAL CONTACT CENTER BENCHMARK REPORT

19. Wow my first request - did you get it?

22. Subject
Content
Sender

23. Customize mailbox

25. inbox@instance.atlassian.net inbox@company.com

26. support@company.com
support
**********
mail.company.com

27. Choosing an inbox name

28. INTERNAL EXTERNAL
• it@
• hr@
• finance@
• facilities@
• support@
• contact@
• help@
• sales@

29. INTERNAL EXTERNAL
• it@
• hr@
• finance@
• facilities@
• support@
• contact@
• help@
• sales@

30. Sending email

42. PREVIEW

43. PREVIEW

44. PREVIEW

45. PREVIEW

50. 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

51. reporter in
organizationMembers(
“Company A”,
“Company B”
)

52. reporter in
organizationMembers(
“Company A”,
“Company B”
)

53. reporter in
organizationMembers(
“Company A”,
“Company B”
)

54. Deep dive into automation:
scaling Jira Service Desk
Patrick Teen and Amogh Sarda
Atlassian
TODAY, 4:50 PM, ROOM 210C

55. CUSTOMER EXPERIENCE
Portal BeyondEmail

56. CUSTOMER EXPERIENCE
Portal BeyondEmail

59. ISSUE TYPES REQUEST TYPES
Service
Incident
Change
Get IT Help
Request new software
Request mew hardware
Report system is down
Report slow application
Request application
upgrade
Customers

60. ISSUE TYPES REQUEST TYPES
Service
Incident
Change
Get IT Help
Request new software
Request mew hardware
Report system is down
Report slow application
Request application
upgrade

62. Designing a request form

63. Anti-pattern
#1

64. Anti-pattern
#2 What do you need?
Why do you need it?
What type of software is it?
When do you need it by?

65. Speak the language
of your customers

76. Service TeamCustomers

77. Customers

78. 40%
Prefer self-service over
human contact
THE SELF SERVICE ECONOMY 2013 BY STEVEN VAN BELLEGHEM

81. mac vpn

83. Content is king

84. Write as a team
Strategies for content
Analyse dataWrite as you go

85. Write as a team
Strategies for content
Analyse dataWrite as you go

86. Write as a team
Strategies for content
Analyse dataWrite as you go

87. Anti-pattern
#1

88. Anti-pattern
#1

89. Anti-pattern
#1 printer jam

90. Anti-pattern
#2

91. Anti-pattern
#2

92. Up to
45%
tickets deflected
BASED ON A SAMPLE SET OF ~80K JIRA SERVICE DESK SESSIONS

93. Style and brand

95. Hero Banner
Desired by 90%+ of
our customers
More color
20% increase in
visual appeal
More of you
Less of Atlassian on
the portal
Quick and easy
Designed for
non-designers
What did we change?

100. CUSTOMER EXPERIENCE
Portal BeyondEmail

101. CUSTOMER EXPERIENCE
Portal BeyondEmail

105. Contact
Form

106. Can you code?

113. free trial

116. Widget

118. Theming

119. Theming

120. Theming

121. Theming

122. Theming

123. Call Center
Service Desk

124. Call Center
Service Desk

125. Call Center
Service Desk

126. Web Chat

127. Web Chat

128. Web Chat

129. Social Media

131. CUSTOMER EXPERIENCE
Portal BeyondEmail

132. Easy and memorable
Setup email addresses that your customers could
guess
Talk your language
Customize email content and style to match your
corporate brand
Automate notifications
Use automation rules to keep customers informed
using conditional logic

133. Less is more
Ask for the minimum information you need to get
started on a request
Knowledge is power
Give your customers the ability to save time by
helping themselves
Make it your own
Customise the language, colors and theming to
match your style

134. Embed your service desk
Provide access to help in the customer’s context
Extend through apps
Sophisticated theming, voice, web chat, social
media, and more!
Integrate with API
Roll your integrations by directly using REST APIs
to create and manage customer requests

136. Thank you!
SHIHAB HAMID | PRINCIPAL PRODUCT MANAGER | ATLASSIAN