How can I have advice to automate the processes of my jira management and my boards?

[Jessica Suarez]

I need to automate the assignment of tickets that arrive to my support board in jira (I am customer support)
Also set alarms for when a ticket was answered, when the management time expired.

Currently, they send me tickets via email, a ticket is generated on my dashboard, I manually give a first response to the interested party, then depending on the task, I escalate it to the corresponding area, when they relate the response in jira I share it with the return applicant.

I need to know if there is a way to automate the process much more, to know if I need a support person or, on the contrary, optimize the tool and the options that JIRA offers me.

If there is the possibility of having a space with a person from your team, I would greatly appreciate it.

I remain very attentive, happy day.

[John Funk]

Hi Jessica,

You can set SLAs for the timing of your assignments, and also have an automation rule for setting the assignee of the ticket. 

So, let's take one thing at a time. What is most important first that you would like to solve? 

[Vijay Dadi]

Dear @Jessica Suarez ,

You can have an automation to dynamically update Assignment Group/Assignee on your issues depending on your criteria. One such example I am attaching below. Hope this helps!

Regards,

Vijay