How Atlassian broke down walls between support & development

Learn 5 ways Atlassian tools facilitate the relationship between support and development and how you can establish these processes and metrics in your own organization.

At Atlassian, support is essential to a successful customer experience. And, because of it's customer-facing position, support is also a great resource for product teams to continually use customer feedback to improve their product or service. Creating strong customer feedback loops means you are building a better experience for your customers day by day.

In this talk, you'll learn 5 ways Atlassian tools facilitate the relationship between support and development and how you can establish these processes and metrics in your own organization.

This talk is a follow on from "How Atlassian Support & Development Team Up to Release Software" from Summit 2016. 

Speakers

Matt Hunter

Service Enablement Team Lead

Matt Hunter has been with Atlassian since 2011, leading the APAC Cloud Support team for 5 years before moving to the Cloud Service Enablement Team Lead role in 2017. Outside of work Matt spends most of his time entertaining his two children while fitting in Touch Football (Rugby) and the occasional PC Gaming session whenever he can.

Matt Saxby

Service Enablement Team Lead

Matthew sits in between Atlassian's global support teams and product teams, in a role Atlassian calls Service Enablement. He works to identify the biggest points of customer friction and then collaborates with product teams to improve these areas. In his spare time Matthew enjoys running, hiking and rock climbing. He also has a love of teaching and still lectures casually at the University of New South Wales.