Best Practices & Trends / webinar

The secret to fast, agile IT service

It's been said that agility comes with awareness. An agile IT team is flexible. They can anticipate or quickly adapt to changing situations and improvise when faced with obstacles.

When urgent issues come in, they need fast answers. Often, managers aren't notified right away, resulting in lost time. Other times, domain experts need to get involved and aren't quickly reachable. Beyond just critical tickets, IT managers have a hard time leaving the office because doing so means going blind to support activity.

How can an IT team react quickly to problems, involve the right experts and stay updated in real-time?

Join a panel of IT managers sharing their secrets to success with the Atlassian stack (Jira, Hipchat and Jira Service Desk). Dave Wehr and Andy Fleming discuss how they overcame these challenges by adding Hipchat to their service desk, enabling faster and more agile service.

During this 30-minute presentation, learn how to:

  • Solve problems in real-time. Learn how Hipchat enables agents and experts to collaborate so they can resolve tickets faster. Waiting for tickets to bounce around multiple queues is a workflow of the past.
  • Never miss a critical update. Managers can easily stay on top of progress and get notified anytime anything important happens, or a ticket's status changes.
  • Keep your whole team in the loop. Monitor important tickets and be the first to know when a blocker gets solved, all from your real-time chat stream.
  • Service without the desk. With Hipchat on your phone, keep your finger on the pulse of support tickets, your team, and more.

Watch the webinar now

Your questions, answered

Our Q&A team chose the top 5 questions from the audience to answer in this article. Enjoy!

1. What types of Support notifications are you pulling to chat?

Magview: Critical issue creation, Critical issues resolution, Inter-project issue resolution

Halogenics: As much as we can! For support, we get all the Jira and Jira Service Desk ticket creation/update/comment/resolution changes, plus updates from NewRelic, Boundary and MMS for monitoring, and then Bamboo and TeamCity build updates for the developer team.

2. What is the monitoring tool, or tools, that work well with Hipchat?

Halogenics: We use NewRelic, Boundary and MongoMMS – they’ve all got built-in channels or plugins for Hipchat notifications and the documentation will walk you through the setup. We’ve also experimented with using things like Zapier to setup integrations. The Hipchat API makes it pretty straightforward to receive the alerts, you just need a tool that can work with it.

3. It sounds as if Hipchat has replaced the need for the standard Jira email notifications… is this indeed the case?

Magview: We do not use it as a replacement to standard notifications, however rely on Hipchat to deliver the most important real-time information that requires immediate attention; for everything else we continue to review the email notifications.

Halogenics: We still have email, and it still works, but we’re increasingly finding that using Hipchat to aggregate the various sources not only gives us a good central reference point, but can highlight were a support ticket may be related to a service incident. If you see a server outage warning in the room feed just prior to the tickets arriving, you have a good lead on where to start looking to resolve the tickets for the customer. And yes, you get that with email too, but there’s usually more noise – you’ll probably get other emails mixing with the alerts and notifications and that can make it harder to catch the important things.

4. How do you get reports in Jira?

Magview: By using JQL to identify areas of concern, several dashboards were created Halogenics: Mainly dashboards and the Jira Service Desk metrics. With a relatively small team, our volume is such that we’ve got a pretty good feel for how we’re doing, and the dashboards give us sufficient detail to back that up. We don’t do any custom reporting outside of that (for now).

5. What features does the Hipchat and Jira Service Desk integration have?

The integration lets you create dedicated Hipchat rooms straight from your Jira Service Desk ticket. It also lets you set up notifications in HipChat with customizable filters. For more information, check out the Jira Service Desk and Hipchat integration page.

About the author

Sarah Khogyani

Product Marketing Manager, Jira Service Desk

I've been championing IT software for three years and honing an expertise in knowledge management because I'm passionate about helping people effectively use knowledge to be more productive. I graduated from Cal Berkeley and am a California native. Go Bears! Find me on Twitter: @sarahzora


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