A Modern Ticketing System for Communicating with Customers Efficiently

If you suspend your transcription on amara.org, please add a timestamp below to indicate how far you progressed! This will help others to resume your work!

Please do not press “publish” on amara.org to save your progress, use “save draft” instead. Only press “publish” when you're done with quality control.

Video duration
00:34:15
Language
English
Abstract
A Ticketing System is a crucial component for receiving tasks and staying in touch with customers. DE-CIX relied heavily on a modified version of Request Tracker as a Ticketing System for the Customer Service team for many years successfully. However, we realized that Request Tracker is not up to our current requirements anymore. So, we looked out for a replacement. We selected Jira Service Desk. In this talk, I want to provide insights into this change. What were the reasons? Which benefits come with the new system? Which improvements does it bring for our customers? How was the migration? Would DE-CIX do it again?

Der Vortrag wird bei Tobias Neumann (Head of Customer Service beim DE-CIX) gehalten. Tobias spricht über seine Erfahrung ein modernes Ticketing System einzuführen!

Talk ID
denog-meetup-2021-01-115
Event:
denog-meetup-2021-01
Day
1
Room
Meetup
Start
7 p.m.
Duration
00:30:00
Track
None
Type of
Talk
Speaker
Thomas King
Tobias Neumann
Talk Slug & media link
meetup-2021-01-115-a-modern-ticketing-system-for-communicating-with-customers-efficiently
English
0.0% Checking done0.0%
0.0% Syncing done0.0%
0.0% Transcribing done0.0%
100.0% Nothing done yet100.0%
  

Work on this video on Amara!

English: Transcribed until

Last revision: 9 months, 2 weeks ago