2. JIRA Service Desk
DEEP DIVE
SHIHAB HAMID
•
PRODUCT MANAGER
•
ATLASSIAN
•
@SHIHABHAMID

3. What is a service desk?

4. Can you help
me out?
YO U R C U S TO MERS
Sure thing!
YO U R TEA M

5. CUSTOMER
PORTAL
REPORTS
QUEUES
SLA

6. CUSTOMER
PORTAL
QUEUES
SLA
REPORTS

7. Do you use JIRA as a
service desk?

8. 38%

9. ?
How do they
create a request?

10. Big point

11. Big point

12. Big point

13. Big point

14. Big point

15. “
...I set up JIRA to model my
process, and still my users are
bypassing the system...
SOME CUSTOMER
”

16. Customer Portal

17. CUSTOMER PORTAL
Simple and intuitive
• A simple and intuitive experience to create and
track their requests

18. CUSTOMER PORTAL
Core concepts
ISSUE TYPES
REQUESTS TYPES

19. CUSTOMER PORTAL
Out of the box

20. CUSTOMER PORTAL
Out of the box

21. Keyboard replacements
are common

22. Big point

23. Let’s collect some
information

24. Big point

25. Big point

26. Speak your customers’
language

27. Big point

28. Big point

29. Big point

30. Request types are
issue type templates

31. Big point

32. Big point

33. Big point

34. Status re-mapping

35. Big point

36. Big point

37. Notifications

38. Big point

40. Customer Portal
Simple and intuitive
Control information
Smart notifications

41. CUSTOMER
PORTAL
QUEUES

42. Queues

43. QUEUES
Focus your team
• Organize issues into streams of prioritized
work

44. QUEUES
Core concepts
• A queue lets you define
• what issues are shown using JQL
• the columns that are displayed
• the priority of issues through ordering

45. Big point

46. How should you design
your queues?

47. QUEUES
Match your workflow

48. QUEUES
Split by specialization

49. QUEUES
Hybrid queues

50. QUEUES
Hybrid queues
ISSUE TRIAGE
DESKTOP SUPPORT
SYS ADMIN & OPS
PROCUREMENT

51. QUEUES
Prioritization
• Order tickets by
• Created date
• Due date
• Priority or severity

52. Service Level
Agreements

53. SLA
Measurable goals
• An SLA is a goal for your team and an
expectation for your customers

54. SLA
Core concepts
• An SLA has two parts
• A time metric defines how to measure time
• A goal is a target time for the metric for a set
of issues
+
= SLA

55. SLA
Quick example
• Critical and blocker issues need to be resolved
within 24 hours
• All other issues need to be resolved within 3
days
+

56. SLA
Time to resolution
UNTRIAGED
(Issue Created)
WAITING FOR
SUPPORT
RESOLVED
(Resolution Set)
START
STOP
Is s ue C reat ed
Res olution Set

59. How does SLA help
prioritization?

60. • Level One
• Level Two
• Level Two
• Level Two
• Level One

61. Reality is a bit more
complicated

62. SLA
Time to resolution
UNTRIAGED
(Issue
WAITING FOR
SUPPORT
RESOLVED
(Resolution
START
STOP
Is s ue C reat ed
Res olution Set

63. SLA
Time to resolution
UNTRIAGED
(Issue
WAITING FOR
SUPPORT
WAITING FOR
CUSTOMER
WAITING FOR
SUPPORT
RESOLVED
(Resolution
START
PAUSE
STOP
Is s ue
Wait ing for
Res olution
C reat ed
C us t omer
Set

65. Resolve or respond?

66. SLA
Time to response
UNTRIAGED
(Issue
WAITING FOR
SUPPORT
WAITING FOR
CUSTOMER
WAITING FOR
SUPPORT
RESOLVED
(Resolution

67. SLA
Time to response
UNTRIAGED
(Issue
WAITING FOR
SUPPORT
WAITING FOR
CUSTOMER
WAITING FOR
SUPPORT
WAITING FOR
CUSTOMER
WAITING FOR
SUPPORT
WAITING FOR
CUSTOMER
WAITING FOR
SUPPORT
RESOLVED
(Resolution

69. SLA cycles in action

76. SLA
Measure what matters
• Time to triage
• Time to assign an issue
• Time to first response
• Time between comments
• Time awaiting approval
• Time for vendor to supply goods

77. SLA
How are you doing?
• Issue level

78. SLA
How are you doing?
• Aggregate level

79. SLA
Querying for SLA
• What issues are about to breach SLA?
“Time to resolution” <= 1h

80. SLA
Querying for SLA
• How many issues did I breach in the last week?
“Time to resolution” = breached( )

81. Reports

82. REPORTS
Measure and improve
• Visualize performance to identify bottlenecks
and optimize your process

83. REPORTS
Core concepts
• A report has 1 or more series
• A series plots a metric over time
• A metric can be a volume-based on timebased
• A series can be filtered using JQL

85. REPORTS
Incoming issues

86. REPORTS
Incoming issues

87. REPORTS
Incoming issues

88. REPORTS
Incoming issues

89. REPORTS
Team workload

90. How do you report
on time metrics?

91. REPORTS
Time metrics

92. REPORTS
Response and resolution

93. REPORTS
Responsiveness

94. REPORTS
SLA Reports

95. CUSTOMER
PORTAL
REPORTS
QUEUES
SLA

96. ?

97. Knowledge Base

98. KNOWLEDGE BASE
Self-service desk
• Reduce the number of tickets your team has to
deal with by helping customers help themselves

99. KNOWLEDGE BASE
Core concepts
• A service desk can be connected to a KB space
in Confluence
• A knowledge article is a page in the KB space

100. KNOWLEDGE BASE
Confluence Blueprints

101. KNOWLEDGE BASE
Connecting with KB

102. KNOWLEDGE BASE
Searching for solutions

103. Search or suggest?

104. Big point

105. How do you capture
knowledge?

106. • Level One
• Level Two
• Level Two
• Level Two
• Level One

107. Page title here
• Level One
• Level Two
• Level Two
• Level Two
• Level One

109. CUSTOMER
PORTAL
REPORTS
QUEUES
SLA

111. How do I get started?

112. Big point

113. Big point

114. Big point

115. Big point

116. Get it now!

117. Rate this Talk
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