Why I am in Support – Tony
This is part 5 in a series from Atlassian’s support team, for more information, check out the introduction to the series. When I interviewed for this job, I had the opportunity to speak briefly with Jeffrey Walker. Although I had a lot of technical skills and communication skills, he wanted to know why I was looking […]
How can we help you better?
A Brief Introduction Over the next few posts, we’ll introduce you to a few friends on our support team. They’ll talk about why they’re in support, about their values, and will each ask you in their own way, how can we help you better?
Software Support Best Practices: How Atlassian Support Visualizes Our Support Queue – Part 2
In Part 1 of this series, we went through how Atlassian Support uses a shared view to manage our support queues. In this post, we’ll get into how we modeled our goals and came up with the code we use. The focus of this article is to explain how we visualize our queues rather than […]
Introducing the Atlassian Support Tools Plugin
Atlassian Support is pleased to announce the release of the Support Tools Plugin for Jira 4.1 and Confluence 3.1 and higher. The Support Tools plugin was created by the Atlassian Support team to help our customers get the answers they need more quickly. Confluence and Jira Administrators now have a whole new way to help […]
Software Support Best Practices: How Atlassian Support Visualizes Our Support Queue – Part 1
At the recent Atlassian Summit 2010, we demonstrated the homegrown tool that Atlassian’s global Technical Support team uses to manage our shared support queue. In part 1 of this blog series, we’ll cover why we needed a new tool, and the concepts behind the shared view we built. In part 2, we’ll break down how we turned our best practices and ideas into a working tool that we plan to eventually release as a Jira plugin.
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