Anshumaan Bhartiya Atlassian Team

Thanks @Mikael Sandberg, I've opened the calendar for a longer duration so that early PST slots should work for you.

Hi @Fabian Lim Looking forward to meeting with you! Could you find a slot using this link please?

Glad to hear that @Justin Young. Any workflows where you see this happen, and which tools would bring the biggest impact to begin with

Thanks @Mister Alex, support for which tools within JSM would make it more effective for service agents? Or better still, what work are they doing with these agents and how can we better support that in JSM?

Thanks David, I couldn't have said it better myself. Are there examples of workflows you can share? What do people switch between, and where do they update same info? Do you have scenarios where you are using AI with a human-in-the-loop? I'd like to see what this work looks like.

Thanks @Carlos Garcia Navarro, interesting! When you say use AI to bring context, where does that context sit (other tickets, KB articles, somewhere else?) and how would you want it to be presented to you (recommendations based on context, summaries, raw data, links?). I'm really curious about what priority logic you use…

Thanks @__ Jimi Wikman these are great examples! We are working on a few initiatives which collectively focus on these problems: Sub-tasks within a work-item, and Field Level Security in JSM Forms. We'll come back as we get closer to solving those problems soon. For now, I'd like to learn more about how we can bring all…

Thanks @__ Jimi Wikman super insightful! Am I right to understand this service desk is designed to segregate complexity of work by spaces, and hence 'escalating' requires moving it to another space? In other words, what you mean is people across spaces being able to collaborate on the same customer issue so expertise can…

Thanks folks for joining the AMA!! Here's a demo of the features and what's coming soon! We look forward to hearing from you!

End-to-end routing including assigning team is now in EAP!! Here's a demo of the features and what's coming soon! We look forward to hearing from you!

Thanks folks for joining the AMA!! Here's a demo of the features and what's coming soon! We look forward to hearing from you!

@Josh thanks for your questions! 1. Availability is agent-scoped, i.e. you status is the same across all spaces where you are an agent in WFM. Updating your status in any space reflects across all spaces. Schedules and Capacity are space-scoped, and do not reflect across spaces. Coming Soon: Skills will be agent-scoped.…

@Rune Rasmussen thanks, glad to hear you see value! We're referring to human agents, and the ability to create skills and assign them to humans on the team (I've updated the content to avoid confusion). Thanks for your suggestions on the Team Lead role, this is something we are already evaluating and I'll come back once we…

Thanks all for the continued insights, we have incorporated some of these into the next set of features now rolling out! Plus the Early Access has started for Skills based Routing and Team-based Routing, sign up here!

@Adam Kassoff Thanks for your feedback. We are exploring different permissions models to separate the roles, and I'll get back when we have more to share.

Watch our AMA plus answers to common questions here: Thank You for an Incredible AMA! 

Hi @Josh, thanks for offering to help, we'd love to hear more! I've connected with Philip Li and he will help us get in touch.

Hi @Quang Kieu, thanks for these inputs! Your assessment is accurate: we will deploy a release without some of the fields you've suggested. But, I am happy to report that your feedback has been helpful and we've already started work on including conditional logic for text, email, and cascading fields! While I am unable to…

Hi Michael Fileti, great catch, thanks for highlighting! I can confirm we will enable selection of multiple items from the dropdown, and will also update the terminology we use to make it more intuitive. We've not been able to incorporate AQL in the current development, but thanks for the suggestion!

Hi @Brown_ Kelly, thanks for sharing this detailed use case! While we've not been able to incorporate Asset objects in the current implementation, these details are super useful as we evaluate upcoming development projects.

Hi @Susan Waldrip, thanks for the support! In the current implementation, we've not been able to incorporate Jira linked fields, but I'm happy to report we've started work on visual representation of the implemented logic and will deploy these as fast follow-ups.

Hi @Bill Goetz, thanks! We are not able to add Assets-linked fields in the current implementation, or for logic linked to user-groups. However, the awesome engagement here has been great encouragement and we have started exploring additional enhancements. I will share more details as we firm these plans up over the quarter.

Hi @Todd Thomas these are great suggestions, thanks! While we couldn't squeeze these through in what is going to go live very soon, I'm happy to report we've started work on visual representation of the implemented logic, and will deploy these as fast follow-ups.

Hi @Daniel Santiago, thanks for the suggestion. In the current implementation, we'll not been able to incorporate using JQL. I am happy to share however, that this will enable hiding specific sections when conditional logic is implemented.

@Ana Galofre Smith and @Dave LIAO Happy New Year! You won't need to join an EAP, because we are going GA release within January! @Joseph Fagan Please keep watching this space, the launch isn't very far away!

We need your help!Thank you for all the awesome suggestions and love in the comments section!We are now looking for users to participate in a research study to share your feedback and insights on the improvements to the conditional logic feature. Your input will directly influence the future direction of this…