Faster Customer Issue Resolution by Connecting Ops and Dev Teams

Presented by

Johnathan McGowan

About this talk

How do you help operations/customer service and development teams communicate efficiently and in real-time? In a real scenario, the support team receives a ticket from a customer, which is identified as a ‘defect’, and this is shared with the dev team. The team responds that the defect is a known defect and will resolve it before the next release. The customer receives delayed and cryptic information. Instead, if the tools being used by the ops and dev teams were connected, the status of this defect as ‘in progress’, gets synchronized with the support team’s tool automatically. This leads to faster issue resolution. In this webinar, we will demonstrate the integration of Zendesk with Jira Software and how ConnectALL enables the synchronization of information between the two tools, popularly used by ops and dev teams. We will show you how all tickets from Zendesk sync to Jira and all entities and details associated with the tickets sync back to Jira.

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ConnectALL is a value stream management company dedicated to helping customers achieve higher levels of agility, traceability, predictability and velocity. We do this by connecting people, processes and technology across the software development and delivery value stream, enabling companies to align digital initiatives to business outcomes and improve the speed at which they deliver software. ConnectALL’s value stream management solutions and services allow companies to see, measure and automate their software delivery value streams.