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

Friday, June 22, 12

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

Friday, June 22, 12

Knowledge Management

Friday, June 22, 12

Remote Issue Linking

Friday, June 22, 12

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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Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows. We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases. This video focuses on the deployment of external web forms using Jotform for Bonterra Impact Management. This solution can be customized to your organization’s needs and deployed to support the common use cases below: - Intake and consent - Assessments - Surveys - Applications - Program registration Interested in deploying web form automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.

Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...

Jeffrey Haguewood

Dubai, known for its towering skyscrapers, luxurious lifestyle, and relentless pursuit of innovation, often finds itself in the global spotlight. However, amidst the glitz and glamour, the emirate faces its own set of challenges, including the occasional threat of flooding. In recent years, Dubai has experienced sporadic but significant floods, disrupting normalcy and posing unique challenges to its infrastructure. Among the critical nodes in this bustling metropolis is the Dubai International Airport, a vital hub connecting the world. This article delves into the intersection of Dubai flood events and the resilience demonstrated by the Dubai International Airport in the face of such challenges.

Rising Above_ Dubai Floods and the Fortitude of Dubai International Airport.pdf

Orbitshub

Corporate and higher education. Two industries that, in the past, have had a clear divide with very little crossover. The difference in goals, learning styles and objectives paved the way for differing learning technologies platforms to evolve. Now, those stark lines are blurring as both sides are discovering they have content that’s relevant to the other. Join Tammy Rutherford as she walks through the pros and cons of corporate and higher ed collaborating. And the challenges of these different technology platforms working together for a brighter future.

Corporate and higher education May webinar.pptx

Rustici Software

ICT role in 21st century education and its challenges

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Polkadot JAM Slides - Token2049 - By Dr. Gavin Wood

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presentation ICT roal in 21st century education

Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...

Rising Above_ Dubai Floods and the Fortitude of Dubai International Airport.pdf

Corporate and higher education May webinar.pptx

ICT role in 21st century education and its challenges

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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

3. Who’s Jeremy? Friday, June 22, 12

4. Who’s Jeremy? Friday, June 22, 12

5. Who’s Jeremy? Friday, June 22, 12

6. Who’s Jeremy? Friday, June 22, 12

7. Who’s Jeremy? Friday, June 22, 12

8. Has anyone used JIRA bug tracking software to manage help desk trouble tickets? Friday, June 22, 12

9. Friday, June 22, 12

10. Reporting and Analytics Ticket Management Escalation and SLA Multi-Channel Support Security Knowledge Management Integrations Friday, June 22, 12

11. Friday, June 22, 12

12. Out of the Box Plugins Customizations Friday, June 22, 12

13. Friday, June 22, 12

14. Internal and External Friday, June 22, 12

15. Internal and External Sit back and enjoy! Friday, June 22, 12

16. In the beginning... Friday, June 22, 12

17. Security Friday, June 22, 12

18. 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

19. Ticket Management Friday, June 22, 12

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

21. What’s happening to my tickets? • Workﬂow Statuses Friday, June 22, 12

22. Create a common queue • Shared Filters and Dashboards Friday, June 22, 12

23. While You Were Sleeping... Friday, June 22, 12

24. Operational Effectiveness Friday, June 22, 12

25. Still overwriting each other! Friday, June 22, 12

26. Experimenting with Rapid Boards Friday, June 22, 12

27. Multi-Channel Support Friday, June 22, 12

28. Email and Phone • Create and Comment Handler • In-product support request • Attachments for phone messages Friday, June 22, 12

29. Comments were getting lost Friday, June 22, 12

30. Chat Integrations Friday, June 22, 12

31. Escalation and SLA Friday, June 22, 12

32. Triggers Friday, June 22, 12

33. 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

34. Reporting and Analytics Friday, June 22, 12

35. Time Tracking and Components Friday, June 22, 12

36. Time Tracking Custom Field Friday, June 22, 12

37. Don’t forget JQL! Friday, June 22, 12

38. Eazy BI Friday, June 22, 12

39. Data Warehouse Friday, June 22, 12

40. Knowledge Management Friday, June 22, 12

41. Remote Issue Linking Friday, June 22, 12

42. Search other systems Friday, June 22, 12

43. Hercules Friday, June 22, 12

44. Integrations Friday, June 22, 12

45. JIRA Issue Collector Friday, June 22, 12