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.

Tecnología

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
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Out of the Box Plugins Customizations

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Internal and External

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Internal and External
Sit back and enjoy!

Friday, June 22, 12

In the beginning...

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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

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Make a user friendly workﬂow
• Workﬂow Transitions

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What’s happening to my tickets?
• Workﬂow Statuses

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Create a common queue
• Shared Filters and Dashboards

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While You Were Sleeping...

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Operational Effectiveness

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Still overwriting each other!

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Experimenting with Rapid Boards

Friday, June 22, 12

Multi-Channel Support

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Email and Phone

• Create and Comment Handler
• In-product support request
• Attachments for phone messages

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Comments were getting lost

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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

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Time Tracking and Components

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Time Tracking Custom Field

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Knowledge Management

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Remote Issue Linking

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Search other systems

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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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JIRA At Your Service: 10 Tips & Tricks for Improving Your Service Desk

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2. JIRA at Your Service Tips for Improving Your Service Desk Jeremy Largman Knowledge Management Program Manager, Atlassian Friday, June 22, 12

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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