how to graduate from email support - tom moors

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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.

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Page 1: How to Graduate From Email Support - Tom Moors

#atlassian

Page 2: How to Graduate From Email Support - Tom Moors

TOM MOORS • ACA IT-SOLUTIONS • @TOMMOORS

How to Graduate From Email Support

Page 3: How to Graduate From Email Support - Tom Moors

Belgium

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#atlassian

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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Who is Tom Moors?

Page 7: How to Graduate From Email Support - Tom Moors

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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#atlassian

http

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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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#atlassian

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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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#atlassian

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

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#atlassian

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SLA

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S u p p o r t

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#atlassian

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 >>

http

s://w

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r.com

/pho

tos/

puyo

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3133

102

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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