How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
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The document discusses the implementation and benefits of an IT service desk at Twitter, illustrating how it has improved ticket resolution capabilities, with 17,621 support tickets resolved in the year to date. The service desk transitioned from a less efficient email support system to a more organized customer portal, leading to higher ticket intake and service efficiency. It also emphasizes the importance of continuous updates and relevant content in knowledge bases to enhance user support experience.
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
- 1. #atlassian
- 2. Service Desk Saves Twitter IT Alex Stillings • IT Manager • Twitter • @stillings
- 3. Twitter IT Problem to Solve Service Desk for IT Service Desk @ Twitter
- 4. Page title here • Level One • Level Two • Level Two • Level Two • Level One
- 5. 2010 - SFO 2 0 1 2 - NYC/DUB/TOK 2 0 1 3 - SEA/D.C. 2 0 1 4 - LON/BOS Page title here • Level One • Level Two • Level Two • Level Two • Level One
- 7. Tickets Resolved YTD 17,621 IT Support Tickets
- 8. Tickets Resolved YTD 17,621 IT Support Tickets On Track to Resolve 30,000+
- 9. Ticket Intake Pre-Service Desk
- 10. Ticket Intake Pre-Service Desk
- 11. Ticket Intake Pre-Service Desk Black hole
- 12. Ticket Intake Pre-Service Desk Black hole ????
- 13. Email support doesn’t scale.
- 14. Twitter IT Problem to Solve Service Desk for IT Service Desk @ Twitter
- 16. Ticket Intake Post-Service Desk
- 17. Ticket Intake Post-Service Desk
- 18. Ticket Intake Post-Service Desk Customer Portal
- 19. Ticket Intake Post-Service Desk Customer Portal Components •Google Apps ! ! ! •VPN ! ! ! •Peripherals
- 20. Adoption
- 21. 3000 2250 1500 750 0 May June July Email Service Desk Adoption
- 22. 3000 2250 1500 750 0 May June July Email Service Desk 2,120 376 Adoption
- 23. 3000 2250 1500 750 0 2,120 2,113 376 300 May June July Email Service Desk Adoption
- 24. 3000 2250 1500 750 0 May June July Email Service Desk 2,324 2,120 2,113 467 376 300 Adoption 85% 88% 83% Previously almost 95% email support
- 25. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
- 26. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved In Open Progress
- 27. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved In Progress Accepted Open
- 28. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Accepted Open
- 29. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged
- 30. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged
- 31. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged
- 32. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged
- 33. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged
- 34. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged
- 35. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged
- 36. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged
- 37. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged
- 38. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged
- 39. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved Resolved Waiting Automatic Event Transition In Progress Triaged Untriaged
- 40. Kanban Board
- 42. Kanban Board Execs Expedite
- 43. Kanban Board Execs Expedite Everything Else
- 46. Reports
- 47. Ongoing improvements Important To Keep Updating • Keep Articles Relevant • Relevant Spaces • Keyword tagging • Likes • Advanced Report • Get more metrics • Dive into ticketing
- 48. Components
- 49. Twitter IT Problem to Solve Service Desk for IT Service Desk @ Twitter
- 50. Over 80 Service Desks Exist at Twitter
- 52. Human Resources
- 53. Procurement
- 54. Procurement
- 57. You Can Get Out of Email Support!
- 58. Thank you! Alex Stillings • IT Manager • Twitter • @stillings