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Inquiry: Setting Up Customer Agents Queue and Tier Levels in Jira

Rasha Hassoun
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Nov 10, 2023


Dear All,

I hope this message finds you well. I have a specific inquiry regarding the setup of customer agent queues and tier levels in Jira Service Management. I would greatly appreciate your guidance on this matter.

To provide more context to my inquiry, here are the additional details:


I aim to configure customer support queues and establish tiered service levels for our customer service team using Jira Service Management. This will help us streamline our customer support processes and ensure that requests are handled efficiently based on their priority and complexity.

Specific Questions:

  1. Queue Configuration: How can I create and configure customer agent queues within Jira Service Management? I want to organize incoming requests into specific queues based on categories or teams.
  2. Tiered Service Levels: What is the process for setting up tiered service levels for our customer support team? I would like to define different service level agreements (SLAs) for various request types or customer segments.
  3. Automation: Can automation rules be implemented to automatically assign incoming requests to the appropriate queue and tier based on certain criteria, such as request type or customer attributes?
  4. Reporting and Monitoring: What tools and features are available in Jira for monitoring the performance of customer agent queues and tiered service levels? I'm interested in tracking metrics like response times and resolution rates.
  5. Best Practices: Are there any recommended best practices or resources that you can share for optimizing the setup of customer agent queues and tiered service levels in Jira Service Management?


I understand that the configuration process may vary depending on our specific use case and Jira version, so any guidance, documentation references, or step-by-step instructions you can provide would be highly appreciated.

Thank you for your assistance in helping us leverage Jira to enhance our customer support operations. I look forward to your response and insights on this matter.

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