How to Graduate From Email Support

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It can be a daunting challenge for an organization to transition from an embedded email culture to a more structured solution like JIRA Service Desk. This problem is compounded when external partners are involved. Through practical customer examples, we will cover how to iteratively graduate from email support, and set up a full-blown service desk. This talk was presented by Tom Moors at the Atlassian Summit 2014 on Sept 10, 2:00 PM – 2:20 PM.

Transcript

#atlassiansummit

TOM MOORS • ACA IT-SOLUTIONS • @TOMMOORS

How to Graduate From Email Support

https://www.flickr.com/photos/superciliousness/57988068/

Belgium

#atlassiansummit

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http://sacramento.cbslocal.com/2014/07/01/usa-ousted-from-world-cup-with-overtime-loss/

Who is Tom Moors?

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3,000mails per week

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12,000mails per month

Our Journey

S e c o n d a r y S c h o o l

U n i v e r s i t y

P r i m a r y S c h o o l

N u r s e r y S c h o o l

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Our Journey

S e c o n d a r y S c h o o l

U n i v e r s i t y

P r i m a r y S c h o o l

N u r s e r y S c h o o l

S u p p o r t

Our Journey

S e c o n d a r y S c h o o l

U n i v e r s i t y

P r i m a r y S c h o o l

N u r s e r y S c h o o l

#atlassiansummit

https://marketplace.atlassian.com/plugins/com.metainf.jira.plugin.emailissue

https://marketplace.atlassian.com/plugins/com.javahollic.jira.jemh-ui

<< Workflow >>

https://marketplace.atlassian.com/plugins/com.onresolve.jira.groovy.groovyrunner

Combine FlowsValiantys Exocet

Create on Transition for JIRA

S u p p o r t

Our Journey

S e c o n d a r y S c h o o l

U n i v e r s i t y

P r i m a r y S c h o o l

N u r s e r y S c h o o l

#atlassiansummit

https://www.flickr.com/photos/100095819@N06/14318481807

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https://www.flickr.com/photos/29487767@N02/2855271953

<< Improved portal >>

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Facebook Like Icon from Vector.me

<< Data-driven change >>

https://www.flickr.com/photos/wwarby/4915969081

TOM MOORS • ACA IT-SOLUTIONS • TOM.MOORS@ACA-IT.BE • @TOMMOORS

Thank you!blogs.aca-it.be

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