Help shape Smart Routing in Jira Service Management | Join our research and get rewarded!

[#1]

Hi everyone,

We’re excited to share that we’re building AI-Assisted Smart Routing in Jira Service Management and want to hear your thoughts on making this feature powerful and useful for your teams.

We’re looking to speak with experts who are involved in how work is routed in their service teams. This might include:

• Identifying attributes critical to routing, and tools used to manage these attributes 

• Setting up or maintaining queues, request types, or workflows

• Using automations, SLAs, or third‑party tools to route work

• Moving from another ITSM tool and trying to replicate routing there

If that sounds like you, we’d really value your input.

What the session involves

We’re running 60 minute research calls where we will:

• Learn about your current routing processes

• Understand your routing requirements, constraints, and goals

• Walk through key routing use cases for your teams

• Discuss how you would ideally like Smart Routing in Jira Service Management to work

These are discovery conversations, not usability tests. There are no right or wrong answers; we’re interested in how things actually work in your environment.

Who we’d love to hear from

We’re especially keen to speak with:

• Jira Service Management admins or project admins who configure queues, workflows, routing policies and automations

• Team leads / managers who care about how work is distributed across agents or teams

• Customers with multiple teams, regions, or time zones, or more complex routing needs

If you’re unsure whether you fit, feel free to reach out anyway.

How to participate

If you’re interested:

1. Please sign up for the research interview here.

2. We’ll review responses to make sure we get a good mix of use cases.

3. If there’s a match, we’ll send you a calendar invite for a 60 minute video call with our product/design team.

As an appreciation for your time, all interview participants will receive a $100 USD gift voucher.

---

If you have any questions before signing up, feel free to comment below or send me a direct message here on Community.

Thank you in advance for helping us shape the future of Routing in JSM!

Anshumaan Bhartiya

PM, JSM

[Dave Mathijs]

Thanks for this opportunity @Anshumaan Bhartiya , I signed up!

[__ Jimi Wikman]

Are you referring to teams working in the same JSM spaces as handover rules, or are you referring to handover between tiers of support (first line, second line, third line support)?

Or are you referring to stakeholder routing or incident resolver groups routing?

I am not sure what routing in this context means, since ITSM has a fair amount of them, and they have different requirements and needs?