Zones for Helpdesk

Work in Progress

Problem Statement

You want to use JIRA as a helpdesk solution. You have a multi-tier support structure (first, second, third-level support) and you need to support multiple services/products.

New support requests/incidents are recorded by first level support. If first level support cannot solve the issue it is forwarded to the next level.

Sometimes the initial classification is not correct and an issue must move between the services, so that a qualified person can handle it.

Solution

 

Benefits

  • Intuitive zones-UI for managing Teams and Teammembers
  • Selectbox or Autocomplete to select members of an already selected Team
  • One single personalized dashboard for all developers (reduced maintenance for changes on dashboard or Teams)

Configuration