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You can use “Skillsets” in a JQL query/filter (see Skills and Experts in JQL) to easily implement basic expertise-based routing. This way you can have your agents only see and transition support requests that they have expertise for. |
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The same Analytics features available for regular Jira projects are also available for the Jira Service Desk. You can use them to identify knowledge scarcity in your support team as well as service requests that are at risk of SLA breach due to knowledge bottlenecks.