Archives for Tony Atkins

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 for a support job, when my resume didn't have any previous support experience on it. None of my previous jobs had "Support" in the title, so it was a fair question. Here's what I

Continue reading »

Tags:
Comments (0)

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? So, what do we mean by values? Our Values A while ago, we (the Atlassian Global Support team) started really thinking about our goal, and what kind of character we need to have to succeed in meeting our goal. We were influenced by the book Tribal Leadership,

Continue reading »

Tags:
Comments (0)

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 our support process itself. So, in the article and in the sample code provided, we're going to be talking about a simple shared queue of incoming issues waiting to be assigned to an engineer, and not the exact process used

Continue reading »

Tags:
Comments (4)

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 themselves and keep their users happy. Hercules, Now Available To Go The Support Tools Plugin brings the power of Hercules to your JIRA and Confluence instances. Hercules matches

Continue reading »

Tags: , ,
Comments (0)

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.

Continue reading »

Tags: , ,
Comments (6)