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

[Rasha Hassoun]

S

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:

Objective:

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.

[Brant Schroeder]

@Rasha Hassoun Welcome to the Atlassian community

Answers are in bold.

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. You define what issues are in a queue using JQL.  You do this by either editing queues or creating them.  Here is some documentation to help you out:
   
   • What are queues?
   • Create a new queue
   • Edit queues
   • Arrange queues into sections for your team
   • Prioritize your queues using groups
   • Best practices for managing queues at scale
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. SLAs are also defined by different elements of an issue and can be configured differently for different issues, priorities, etc.  You can learn more here on how to set and configure SLAs: https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/ 
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? Automation can be used to set information on an issue that is then used to place it in the proper queue.  You can also set this on the request type when the issue is created.  Here are helpful links for automation:
   • https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/automation#overview 
   • https://www.atlassian.com/software/jira/automation-template-library/jira-service-management 
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. Jira has built in reports that can be used in the service desk.  You can also create custom reports and Dashboards. Dashboards use Filters to populate the information presented on the dashboard.  Here are some helpful links:
   • https://support.atlassian.com/jira-service-management-cloud/docs/discover-new-trends-with-service-project-reports/ 
   • https://support.atlassian.com/jira-service-management-cloud/docs/manage-dashboards-and-gadgets/ 
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? This really depends more on your internal processes.  Following ITIL standards is always a good place to start.  I would also suggest keeping it simple.  You can always make it more complex if necessary but keeping it simple will make it easier to manage, understand, and report on for continuous improvements.