What happens to your tickets when the whole team is off celebrating:
❌ SLA timers tick away, leaving your team scrambling to catch up.
❌ Customers grow impatient, expecting resolutions regardless of the season.
❌ And if you’re offering international services, the reality is, your clients’ working hours don’t pause just because it’s Thanksgiving here in our country.
☝️Service requests don’t take holidays. Neither should your workflows.
But… there’s a way to let your team enjoy the festivities with their loved ones without compromising service continuity!
Here’s how:
👉 Use Jira Service Management’s automation rules to ensure uninterrupted service during holiday downtimes.
👉 Set up auto-reassignment rules to redirect tickets to teammates in regions or countries where f.e. Thanksgiving isn’t celebrated.
👉 Notify customers proactively about adjusted timelines or alternative points of contact.
👉 Streamline holiday scheduling by automatically assigning high-priority tickets to available team members, reducing delays.
👉 Don’t forget about the Jira Service Management feature - banners, to inform customers about the upcoming holiday and wishing them the best!
With a bit of automation, your team can celebrate with their families while your tickets stay in motion and the queue stays under control.
Any other ideas?
PS. You can use Atlassian Intelligence to write the rule for you! or you can chat with us and we can help :)
