Scaling a Global Support Team to Resolve 1,500 Requests a Week Using Kanban and GreenHopper

Chris LePetit, Atlassian

The Atlassian Support team consists of over 100 support engineers in five locations providing legendary service 24 hours a day, seven days a week. Providing Legendary Support necessitates accurate responses provided fast. Legendary Support became even more important in February when we announced our Enterprise offering. In this talk Chris will share how the Atlassian Support team has scaled to 1,500 support requests each week while reducing the average response time and maintaining accuracy. Chris will leave you with key steps to introduce Kanban into your own support or operations environment.

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