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#atlassiansummit
How to Graduate From Email Support 
TOM MOORS • ACA IT-SOLUTIONS • @TOMMOORS
https://www.flickr.com/photos/superciliousness/57988068/
Belgium
Belgium 2 - USA 1 
#atlassiansummit 
http://sacramento.cbslocal.com/2014/07/01/usa-ousted-from-world-cup-with-overtime-los...
Who is Tom Moors?
600 mails per day
3,000 mails per week
more than 12,000 mails per month
Our Journey 
Nursery School 
Primary School 
Secondary School 
University
#atlassiansummit 
https://www.flickr.com/photos/mattbrowne/556129450
Support
Our Journey 
Nursery School 
Primary School 
Secondary School 
University
Support
Our Journey 
Nursery School 
Primary School 
Secondary School 
University
#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 Flows 
Valiantys Exocet 
Create on Transition for JIRA
Support
Our Journey 
Nursery School 
Primary School 
Secondary School 
University
#atlassiansummit 
https://www.flickr.com/photos/100095819@N06/14318481807
#atlassiansummit 
https://www.flickr.com/photos/lordisgood/14513456410
SLA
Support
#atlassiansummit 
https://www.flickr.com/photos/stevebond/ https://www.flickr.com/photos/knecke/4117277868
https://www.flickr.com/photos/29487767@N02/2855271953
<< Improved portal 
https://www.flickr.com/photos/puyo/1813133102 
>>
Facebook Like Icon from Vector.me
<< Data-driven 
change >> 
https://www.flickr.com/photos/wwarby/4915969081
Thank you! 
blogs.aca-it.be 
TOM MOORS • ACA IT-SOLUTIONS • TOM.MOORS@ACA-IT.BE • @TOMMOORS
How to Graduate From Email Support
How to Graduate From Email Support
How to Graduate From Email Support
How to Graduate From Email Support
How to Graduate From Email Support
How to Graduate From Email Support
How to Graduate From Email Support
How to Graduate From Email Support
How to Graduate From Email Support
How to Graduate From Email Support
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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.

Publicada em: Tecnologia
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How to Graduate From Email Support

  1. 1. #atlassiansummit
  2. 2. How to Graduate From Email Support TOM MOORS • ACA IT-SOLUTIONS • @TOMMOORS
  3. 3. https://www.flickr.com/photos/superciliousness/57988068/
  4. 4. Belgium
  5. 5. Belgium 2 - USA 1 #atlassiansummit http://sacramento.cbslocal.com/2014/07/01/usa-ousted-from-world-cup-with-overtime-loss/
  6. 6. Who is Tom Moors?
  7. 7. 600 mails per day
  8. 8. 3,000 mails per week
  9. 9. more than 12,000 mails per month
  10. 10. Our Journey Nursery School Primary School Secondary School University
  11. 11. #atlassiansummit https://www.flickr.com/photos/mattbrowne/556129450
  12. 12. Support
  13. 13. Our Journey Nursery School Primary School Secondary School University
  14. 14. Support
  15. 15. Our Journey Nursery School Primary School Secondary School University
  16. 16. #atlassiansummit
  17. 17. https://marketplace.atlassian.com/plugins/com.metainf.jira.plugin.emailissue
  18. 18. https://marketplace.atlassian.com/plugins/com.javahollic.jira.jemh-ui
  19. 19. << Workflow >>
  20. 20. https://marketplace.atlassian.com/plugins/com.onresolve.jira.groovy.groovyrunner
  21. 21. Combine Flows Valiantys Exocet Create on Transition for JIRA
  22. 22. Support
  23. 23. Our Journey Nursery School Primary School Secondary School University
  24. 24. #atlassiansummit https://www.flickr.com/photos/100095819@N06/14318481807
  25. 25. #atlassiansummit https://www.flickr.com/photos/lordisgood/14513456410
  26. 26. SLA
  27. 27. Support
  28. 28. #atlassiansummit https://www.flickr.com/photos/stevebond/ https://www.flickr.com/photos/knecke/4117277868
  29. 29. https://www.flickr.com/photos/29487767@N02/2855271953
  30. 30. << Improved portal https://www.flickr.com/photos/puyo/1813133102 >>
  31. 31. Facebook Like Icon from Vector.me
  32. 32. << Data-driven change >> https://www.flickr.com/photos/wwarby/4915969081
  33. 33. Thank you! blogs.aca-it.be TOM MOORS • ACA IT-SOLUTIONS • TOM.MOORS@ACA-IT.BE • @TOMMOORS

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