It's All About Customer Experience: The Latest from Jira Service Desk

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

7. Service Team

8. Reports Queues Automation SLA

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

10. Service Team Customers

11. #1 Ease of use for end users 2017 JIRA SERVICE DESK PRODUCT SURVEY

12. CUSTOMER EXPERIENCE Portal BeyondEmail

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

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

16. Subject Content Sender

17. Customize mailbox

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

19. support@company.com support ********** mail.company.com

20. Choosing an inbox name

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

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

23. Sending email

24. PREVIEW

25. PREVIEW

26. PREVIEW

27. PREVIEW

28. 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

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

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

35. 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

36. 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

37. Designing a request form

38. Anti-pattern #1

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

40. Speak the language of your customers

41. Service TeamCustomers

42. Customers

43. 40% Prefer self-service over human contact THE SELF SERVICE ECONOMY 2013 BY STEVEN VAN BELLEGHEM

44. mac vpn

45. Content is king

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

49. Anti-pattern #1

50. Anti-pattern #1

51. Anti-pattern #1 printer jam

52. Anti-pattern #2

53. Anti-pattern #2

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

55. Style and brand

56. 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?

59. Contact Form

60. Can you code?

61. free trial

62. Widget

63. Theming

64. Theming

65. Theming

66. Theming

67. Theming

68. Call Center Service Desk

71. Web Chat

72. Web Chat

73. Web Chat

74. Social Media

76. 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

77. 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

78. 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

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