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Learn how to make the most out of Atlassian tools and best practices. Watch full replays of Summit sessions as they become available throughout the week.

Inside Atlassian: Transforming Customer Support With Artificial Intelligence

Atlassian's Customer Support & Success division is home to some ~450 staff who work tirelessly with customers in the form of technical product support. We are always looking for ways to scale efficiently, and in the context of customer support, this means reducing both internal & customer effort by surfacing the right information at the right time - in turn unlocking team performance. In this talk, you'll hear about recent progress we've made toward leveraging intelligent systems within our support workflow, resulting in a more frictionless and streamlined experience for our customers. Learn how we use natural language processing & machine learning to automatically categorize incoming tickets, and integrate this with Jira Service Desk to save significant time when triaging our queues.

Come for the buzzwords, and leave with a fresh perspective on intelligent helpdesk integration.

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A Way Out of Email Hell: Statuspage for Incident Management

At eBay, we believe collaboration and communication are key to achieving our company goals. Come to this lightning talk to learn how we improved communication inside eBay using Statuspage as the main tool to announce maintenance and inform employees about incidents. This session will present Statuspage best practices to drastically reduce the amount of emails, Slack messages, and phone calls when things inevitably go wrong.

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Jira Service Desk for Non-Technical Teams

Service desks have traditionally been tools for IT and support teams, however, there are many other teams in your organization that act like service teams but may not necessarily see themselves as one. Those teams are being bombarded with asks and requests for help from other employees and are always getting interrupted from their work. These service requests could be for your legal team to review contracts, marketing to send emails or even facilities to reserve desks for visitors. What if we took a page out of the IT and support handbook and applied similar concepts to non-technical teams!

In this talk, I will show you how Atlassian has started using service desks for many non-technical teams in our organization. I will also provide some tips and tricks on the best way to spot these teams, set up a service desk for them in a way that makes sense for how they work, and spread the tool across your organization for maximum productivity.

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How BOSE Delivers Software Services at Scale with Jira Service Desk

Teams need great tools to make great products. At BOSE, the number of tools and teams is growing fast and Josh Steckler, a long time Jira administrator, knew how to help. At this talk, you'll learn how Jira Service Desk became essential to delivering software tool support at scale, and why combining support and agile tools will make your team faster and better. Josh will give you plenty of tips and tricks on getting the most from every feature and how to keep your instance clean. You'll also hear how Jira Service Desk has expanded into product teams at BOSE, and the integrations that helped along the way.

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Work Smarter, Not Harder: How VMware Built an Automated Service Desk at Scale

VMware was able to implement Jira Service Desk and begin enabling and supporting enterprise customers in less than 3 months. The implementation now supports over 3,000 daily users and supports VMware Cloud Services such as VMware Cloud on AWS. This session will demonstrate how we quickly and efficiently architected, designed, and implemented a highly functional service desk leveraging automation - and how your team can do the same. Come learn how to get up and running with your service desk in a tactical manner, providing quick upstart and enablement to high-performance teams. I’ll also talk about how to make sure time is not wasted on configurations that will not bring value and results to your team so that you can deliver results and impress customers and business partners alike.

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Deep Dive Into Automation: Scaling Jira Service Desk

We believe in a simple motto - automate everything that can be automated and streamline everything that can't.

Come with us on a journey to demystify automation processes in Jira Service Desk that will help you get more done, faster. From the automatic assigning of incidents to the correct team member, to resolving tickets once the linked Jira Software ticket is resolved -- learn how you can use the power of automation within Jira Service Desk to do things like reduce mean time to resolution, increase customer satisfaction, and free up your team from repetitive manual tasks. We'll show you real automation rules that you can copy and add to your own service desk.

Back by popular demand, this talk was rated one of the highest at Summit US last year!

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Expert Tips for Building a Lean, Mean ITSM Machine

In a world of digital transformation and DevOps, the way that service teams work is rapidly evolving. Is your IT team struggling to adapt to new ways of working? This session will cover a variety of in-depth topics with real examples, including:

  • Learning and adjusting to the future of "Lean ITSM"
  • Improving incident response communications and collaboration to lower MTTR (Mean time to resolution)
  • The right way to conduct an incident PIR to unlock valuable lessons to improve services
  • Improving self-service in your organization with a "shift-left" or knowledge-centric support
  • Streamlining change management without compromising production oversight
  • Plus challenges & lessons learned from customers around the globe

The goal of this session is to provide best practices that you and your team can actually put into practice. At the end of the session, we will provide you with a copy of Atlassian's "Tips to make a lean, mean, ITSM machine" white paper!

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