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Better Snacks Through JSM


A coincidence that JSM June was the very month our company was working on a JSM demonstration site? To showcase JSM for Innovate Australia 2021, a conference in Canberra Australia, we decided to build a Snack Management Service Desk.

Our service desk was to provide chocolates. Who doesn’t like chocolates? Put chocolate and JSM together and you have a whole lot of fun!

Our aim was to:

  • Enable real time ordering and collection at the conference
  • Provide simple chocolate ordering options using QR codes and supplying attendees with updates via email. We also had our service desk portal on display.
  • Use automation to simplify the process and stay in touch with attendees
  • Manage the numbers of chocolates available through Insight

We had a working service desk that people could interact with, using a realistic scenario that was easy to understand, and could be used to demonstrate the power of JSM.

Conference attendees would come to the stand, scan the chocolate of their choice, which would draft an email to our snack service desk.  When emails were received by the service desk project, automation enabled us to select the right chocolate and location (we plan on using this again).

snack QR codes.jpg

What Could Possibly go Wrong…

Very little in fact.

We used this as a learning opportunity for some of our JSM newbies in our team, they were able to set up the mvp in less than an hour. Of course, the devil is always in the detail. Like, don’t forget to set the from email name and reply address on your emails on ALL the automation rules. But it showed us that it is possible to be up and running with a functional service desk very quickly.

We only wanted humans to deal with the final step of giving the chocolate to the customer. So, we used automation to transition statuses and notify customers on progress of their order. We did need to force a delay the time between each email, we didn’t want the notifications arrived in the wrong order due to the speed with which transactions happen – a nice problem to have. This required testing and fine tuning of the conditions.

Smart values were invaluable in being able to personalise the emails to customers based on the information they provided.

We offloaded a lot of chocolate and attendees were able to interact with a JSM solution straight away.  This of course made it easier to help people understand JSM.  In Australia we are used to QR Codes (COVID sign-in  shops/bars/etc), we found that easier than asking people to type in a URL. We also were able to show that their request had been received and the workflow to process their order.

snack desk.jpg

We did toy with the idea of giving beer, “buying beer for the room and putting Atlassian stickers on the bottles.“   Atlassian gave free beer at a conference in the early days. We also considered putting the QR codes around the conference area, but the main event sponsor was ServiceNow … we didn’t want to get thrown out.  Not surprisingly, none of the ServiceNow representatives tried our experiment. 😉

We now have a demo that can be built on and used again at future events.

1 comment

Bridget Community Manager Jul 21, 2021

I love this! What a sweet thing to do at events. Thank you so much for sharing, and happy JSM June :) 


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