Using JIRA and JIRA Service Desk to automate processing of 3000 emails a day using JEMH by Ted Henry, Valiantys
We've received requests from customers to help them transform their processes around handling large amounts of emails. Manually processing thousands of emails a day was just no longer feasible for these companies that need to serve their customers on a timely basis. Beyond that, routing these emails to their appropriate queues for efficient handling was essential to these processes. Join us to find out how we developed a highly automated solution with JIRA Service Desk to parse and route emails based on content, while leveraging key JIRA configurations to maintain and expand the solution.
90-days to a Fitter Healthier Support Desk by Peter John Marquel, ServiceRocket
Makeovers are hard, but sometimes they are necessary. We took advantage of turnover in our support organization to start fresh and rethink the tools we use to help our customer succeed. More importantly, we looked at the promise we made to our customers determined the tools we selected (ServiceDesk, Drift, and Salesforce) and how we used them. In this presentation, we'll cover the support workflow we've built and the results we've seen with our new tools and promise.
The future of work: using AI-driven automation with Jira and Jira Service Desk to deliver IT and HR support by Rob Young, Astound
The future of work is AI-driven automation. We all hate calling the help desk. Soon, we won’t have to. Autonomous agents will resolve common employee issues and when they can’t AI will make human agents smarter. Join this session to learn how Atlassian customers are delivering better employee service with AI and natural language processing integrated with Jira, Jira Service Desk, and Confluence. Learn best practices related to security, performance, and data management. Hear how teams at McDonald’s and adidas use Atlassian and artificial intelligence to help employees love work.
Virtual Reality sponsor prizes
Our VR game rig will be returning to this month's meeting. Play the AUG Virtual Reality Game and the first winners will have their choice of many prizes. Also, the high scoring winner will receive a $50 Atlassian SWAG card and the first three winners to play will get a bottle of wine! Here is the run-down of the software licenses available to win at the event. Win two Appfire licenses for an unlimited amount of users! Check out the fabulous Appfire products to pick from both their expansive Wittified and Bob Swift product lines. All these giveaways will be offered to the first Virtual Reality winners to pick from, so everyone has an opportunity to pick a relevant prize for their environment and requirements.
Meat, vegan, and gluten-free meal options will be available. We will have several food options, so you will not be left hungry, but the main focus is fresh, organic sushi with a smoothie service as well! Also, we will not forget the pizza lovers.
Come enjoy 15-year-old red wine among other exceptional alcohol offerings.
Thank you to our sponsors for their continued support: cPrime, Astound, ALM Works, Adaptavist, and Appfire.
Senior Director of Product Marketing
Experienced Agile Coach & JIRA Administrator with integrated approach that delivers transformational benefits. Combines outside-in, data-driven evidence with active listening and technical depth to achieve exceptional results. Excellent soft-skills and attention to detail provides foundation for success in client-facing roles. Well-rounded technical experience builds strong reciprocal partnerships with technical teams.
I'm currently the Senior Director of Product Marketing at Astound, a company focused on transforming employee service and support using AI and ML. I have over two decades of experience in the IT industry, including 5 years at IDC as Research Director for ITSM and Client Virtualization Software. I also previously held IT operations management positions in several large enterprises and within the U.S. Air Force. I continually look at how cloud, mobile, and AI technologies are changing not only how employees interact with devices, but also how IT organizations interact with their customers.