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JIRA Service Desk
Christophe Capel • JIRA Product Marketing • @ChristopheCapel
38%
38% of @JIRA customers use JIRA for their #ServiceDesk
Simple &
Lightweight

Advanced &
Customizable

two ends of the spectrum
Introducing
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Meet Ryan
He needs the IT team’s help...
I need some
new software!

Procurement
request

Ryan

IT Team
JIRA Service Desk makes this possible!

I’m listening to the #JIRA #ServiceDesk Webinar!
Syst em a cc ess

Purch as e Reques t

Purch as e Reques t

Problem report
Customercentric
language!
Simplified
Interface!
Introducing JIRA Service Desk
Request
Groups
Intuitive Interface

1

Natural-language requests

2

Simplified request interface

3

Self-service knowledge base
Turn your #SERVICEDESK into a self-service desk with @JIRA
#servicedesk
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Team Queues
Introducing JIRA Service Desk
New Issue,
2nd
on the list
Introducing JIRA Service Desk
Custom Team Queues

1

One place for your team to go

2

Automatically triaged & prioritized

3

JIRA Query Language (JQL)
Automate triage and prioritization of requests with @JIRA
#SERVICEDESK
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Introducing JIRA Service Desk
Integrated SLA Visibility

0:23
Integrated SLA Visibility

0:23
TIME REMAINING
Integrated SLA Visibility

0:23
TIMER ON
Integrated SLA Visibility

0:23
TIMER PAUSED
Integrated SLA Visibility

1:05
0:23
MORE THAN 1 HOUR REMAINING
Integrated SLA Visibility

0:45
LESS THAN 1 HOUR REMAINING
Integrated SLA Visibility

0:29
LESS THAN 30 MINUTES REMAINING
Integrated SLA Visibility

-0:01
0:29
ISSUE STILL OPEN - FAILED SLA
Integrated SLA Visibility

-0:35
-0:01
ISSUE RESOLVED - FAILED SLA
Integrated SLA Visibility

-0:35
0:42
ISSUE RESOLVED - SLA MET

@JIRA #SERVICEDESK #SLAs kick-ass!
0:42
Advanced SLA Configuration

JQL:
Priority = Blocker
Advanced SLA Configuration

JQL:
Priority = Major
Advanced SLA Configuration

JQL:
Reporter in group(“bosses”)
Advanced SLA Configuration
Introducing JIRA Service Desk
SLA Calendars
Easily create new SLA calendar

Define your time zone,
working hours and
holidays
Powerful SLAs

1

Powerful SLA engine

2

Integrated SLA visibility

3

Supports advanced SLA rules

SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Great
reports outof-the-box!
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
“

We’ve rolled out JIRA Service Desk in
production to over 1,500 users. It was
ridiculously easy - and the SLA metrics were

”

eye opening.

AARON JONES, GOOD.COM

Say “Hi” to Aaron at @i_b_aj he is a real nice guy
Real-time Reporting

1

Great reports out of the box

2

Easily create new reports with JQL

3

Retroactively applied against your data
With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time
reports
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
@JIRA #SERVICEDESK leverage all existing @JIRA customizations and
workflows
I N T UI TI V E
I N T ER FA CE

TE AM
Q UEUE S

P OWE RFUL
S LAs

RE AL-TI ME
RE PORT S

JIRA Platform

FIELDS

WORKFLOWS

MARKETPLACE

PERMISSIONS

NOTIFICATIONS
www.atlassian.com/servicedesk
www.atlassian.com/software/jira/service-desk/demo
Have you read our latest blog:
“Insight into JIRA Service Desk’s pricing model”?
http://blogs.atlassian.com/2013/11/insight-jira-service-desks-pricing-model/
Thank you
www.atlassian.com/servicedesk

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