Workforce Management (WFM) brings native schedule management, real-time availability tracking, and intelligent ticket routing together - right inside Jira Service Management, no third-party tools required.
In this post, you’ll find the latest wave of features to help route requests to the right team, give team admins admin access, and remind teammates of upcoming shifts.
Automatically assign team with Rovo
Stop maintaining routing rules just to get a request to the right team. Automatic team assignment with Rovo uses AI to read each incoming request and send it to the right team automatically. WFM then assigns it to an agent who is on shift, available, and has capacity. If Rovo can't decide, the request goes to your default team, so nothing is left unassigned.
- AI-powered classification: Automatically determines the correct team or service for a request by analyzing its content.
- Routing history: View a log of routing decisions to understand how and why Rovo assigned to a certain team or agent
- Flexible triggers: Configure routing to run on specific events, such as when a work item is created or is reopened.
Team Admin Permissions
You no longer need to make every team lead a space admin. Space admins can now give team members Workforce admin access for their own team. Team admins can manage schedules, coverage gaps, capacity, and work rebalancing for that team, without broader space permissions.
Upcoming Shift Reminders
Help your team show up ready. Team members now get an email reminder before a scheduled shift starts. It shows the shift time in their local time zone, the team and space, and a quick link to set their availability. Shift reminders are turned on automatically, but admins can opt out per space if they’d like.
What's coming next and how you can shape it
We are continuing to make WFM smarter and more automated, and we would love your input on what comes next:
- Skills and Skills-based Routing: Define proficiency and let the system route to experts who are trained to handle the request.
If this is on your radar, we would love to hear from you.
Drop your thoughts in the comments; we read every one. And if you would like to chat directly, book time with our team
https://calendar.app.google/nm2E5thZ3YSDRNKa8
Thank you for being part of this journey.
Juhi Duseja
Product Manager, JSM | Atlassian
