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#atlassiansummit

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.

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#atlassiansummit

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TOM MOORS • ACA IT-SOLUTIONS • @TOMMOORS

How to Graduate From Email Support

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https://www.flickr.com/photos/superciliousness/57988068/

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Belgium

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#atlassiansummit

Belgium 2 - USA 1

http://sacramento.cbslocal.com/2014/07/01/usa-ousted-from-world-cup-with-overtime-loss/

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Who is Tom Moors?

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600mails per day

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3,000mails per week

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more than

12,000mails per month

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Our Journey

S e c o n d a r y S c h o o l

U n i v e r s i t y

P r i m a r y S c h o o l

N u r s e r y S c h o o l

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#atlassiansummit

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S u p p o r t

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Our Journey

S e c o n d a r y S c h o o l

U n i v e r s i t y

P r i m a r y S c h o o l

N u r s e r y S c h o o l

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S u p p o r t

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Our Journey

S e c o n d a r y S c h o o l

U n i v e r s i t y

P r i m a r y S c h o o l

N u r s e r y S c h o o l

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#atlassiansummit

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https://marketplace.atlassian.com/plugins/com.metainf.jira.plugin.emailissue

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https://marketplace.atlassian.com/plugins/com.javahollic.jira.jemh-ui

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<< Workflow >>

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https://marketplace.atlassian.com/plugins/com.onresolve.jira.groovy.groovyrunner

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Combine FlowsValiantys Exocet

Create on Transition for JIRA

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S u p p o r t

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Our Journey

S e c o n d a r y S c h o o l

U n i v e r s i t y

P r i m a r y S c h o o l

N u r s e r y S c h o o l

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#atlassiansummit

https://www.flickr.com/photos/100095819@N06/14318481807

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#atlassiansummit

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SLA

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S u p p o r t

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#atlassiansummit

https://www.flickr.com/photos/knecke/4117277868https://www.flickr.com/photos/stevebond/

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https://www.flickr.com/photos/29487767@N02/2855271953

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<< Improved portal >>

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Facebook Like Icon from Vector.me

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<< Data-driven change >>

https://www.flickr.com/photos/wwarby/4915969081

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TOM MOORS • ACA IT-SOLUTIONS • [email protected] • @TOMMOORS

Thank you!blogs.aca-it.be