Client-side slow performance of Jira Service Management's agent UI

[andreaskrasa]

Hey Atlassian Community,

At the company I work for, we're heavily using Jira Service Management for customer support. However, our support team has been complaining about slow response times for quite some time now, but so far, we have failed to locate the exact cause of the issue.

We have analysed all server logs but couldn't locate any issues and we've even installed DataDog for gathering extended application insights, but the problems that our support team reports aren't traceable to us.

For the admins, Jira behaves just as you'd expect, with OK performance. However, we've also visited our support team on location and were eyewitnesses to really, really bad performance. Opening issues took super long, and all text input in the agent UI lagged. All-in-all, this is a terrible user experience for the people who use our service desk the most.

The majority of our agents work on ThinkPads T450s with Windows 10 and a decent amount of RAM, so I highly doubt that this is a client-side hardware issue. I pulled out the oldest MacBook Air that I could find (a really slow one with i3 CPU), and aside from being able to grab a coffee while waiting for that thing to boot, I didn't experience any performance issues in Jira.

So I suspect it to be some sort of software issue. Our agents have tried Edge and Firefox, but the issues are pretty much the same, independent of the browser. I then noticed that our agents have some Firefox extensions that come pre-installed, so I set up a fresh Firefox profile, and at first, it seemed to work a lot more performant. Unfortunately, today I got the feedback that Jira has become really slow again.

We're all a bit lost on where to continue our search because some people are experiencing the issue while others don't...

Oh yes, just one more piece of info: The windows notebooks that experience the issues are "managed" devices and secured with Microsoft Endpoint Defender.

Has anybody experienced similar issues?

Cheers
Andreas