I’m John Agan, the new Head of Developer Experience at Atlassian. I’ve been here for just three months, and I’ve spent much of that time catching-up on community topics, meeting developers, and learning how things work at Atlassian.
While meeting developers, I found it refreshing to hear how passionate the community is and how much everyone wanted to meet, help each other, and contribute to the greater ecosystem. I also sensed a common theme of feeling disconnected after events went virtual and pre-recorded (from both sides).
A few themes I consistently heard feedback on revolved around improving our communication, documentation, and support channels. There is much to do here, but I wanted to share some of what’s in the works now:
We’re staffing dedicated Developer Support Engineers to answer your questions in DEVHELP and community topics. We’re also optimizing DEVHELP to prioritize issues more efficiently, returning it to a first-class helpdesk system for developers. We’ll introduce new issue types and workflows, which will help route requests that Developer Experience can’t answer into the right hands.
We know how difficult it can be to stay informed on all the updates coming from Atlassian, and it’s top of mind for us to improve that. We’re working to centralize these updates, so you don’t have to subscribe to numerous sources to stay informed. We’re also going to work with our internal teams to improve how and when we’re communicating.
We work hard on our documentation, but we understand that it can be difficult to find answers there. I’ve seen a few places where our documentation doesn’t reflect the resolutions provided in community threads, or an old topic is commented on and causing confusion. We’ll fix this by keeping our documentation current, treating them as the source-of-truth, and better moderating topics.
We want to see and hear from you more! We’re exploring new ways to connect, such as reoccurring virtual meet-ups, reoccurring live streams, highlighting community projects, guest contributors to content, and many other ideas. We’d also love your input on how we can work closer together.
I know these items are just scratching the surface, and we’ll be working together to keeping building upon them. As a developer myself, I’m very excited to be a part of this community, and I’m looking forward to coding together.