10 Jira Service Management Server Features That Every Admin and Agent Should Know

 Jira Service Management is a powerful software solution for service desk agents and administrators to create, manage, and organize customer service requests. It offers an intuitive user interface and various features designed to make it easier for admins and agents to provide better support to their customers. Let’s take a look at the top 10 features of Jira Service Management that every admin and agent should know about.

1) Ticket Assignment Rules –

With the ticket assignment rules feature, admins can easily set up automated rules to assign tickets based on criteria such as priority or customer type. This makes it easy for agents to quickly identify who should be handling each ticket without having to manually sort through them all.

2) Automated Escalations –

The automated escalations feature allows admins to set up rules so that tickets are automatically escalated if they have not been responded to within a certain period of time. This ensures that customers don’t have to wait too long for help, even when the ticket volume is high.

3) SLA Targeting –

The SLA targeting feature allows admins to set targets for how quickly tickets should be resolved. This helps ensure that customers are getting responses in a timely manner and that agents are meeting their goals.

4) Customizable Portal –

The customizable portal allows admins to create custom forms with specific fields and information required before a ticket can be submitted by the customer. This helps streamline the process of submitting and managing tickets by ensuring that all relevant information is included upfront.

5) Knowledge Base Integration –

With knowledge base integration, admins can easily integrate existing knowledge bases into Jira Service Management, allowing agents quick access to frequently asked questions (FAQs). This eliminates the need for agents to manually search through multiple resources when responding to customer inquiries.

6) Ticket Analytics –

The ticket analytics feature provides valuable insights into how customers are interacting with your service desk team. Admins can use this data to better understand where there might be areas of improvement in terms of response times or customer satisfaction levels.

7) Automated Notifications –

Automated notifications allow admins to set up alerts for key events such as new tickets being created or resolved tickets being closed out by an agent. These notifications help keep everyone in sync with what’s going on so that nothing falls through the cracks.

8 ) Multi-Language Support –

With multi-language support, admins can easily configure Jira Service Management for use in different languages, making it easier for global customers using different languages than English get the help they need quickly and efficiently.

9) Reporting & Dashboard Tools –

Report & dashboard tools provide invaluable insights into your service desk performance so you know exactly how your team is doing at any given time.. Admins can use this data to make necessary changes or adjustments as needed in order optimize efficiency and effectiveness in responding to customer requests/questions/concerns etc..

10) Customizable Workflows –

Customizable workflows enable admins customize existing processes & procedures according workflow needs – this way each workflow has its own unique set of steps & processes associated with it; ultimately making them more efficient & organized..


Jira Service Management is an incredibly powerful tool for providing excellent customer service experiences for both administrators and agents alike! With its many features such as automated escalations, customizable portals, reporting tools, knowledge base integration, multi-language support, etc., it’s easy see why so many organizations are choosing it over other solutions on the market today! Whether you’re just getting started with Jira or already familiar with it; these top 10 features will certainly help you get the most out of your experience! Thanks for reading!

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