Help shape Workforce Optimisation in JSM | Join our research and get rewarded!

We’re exploring Workforce Optimisation in Jira Service Management and want to hear how we can best support you with scheduling, capacity, forecasting, availability, and assignment across your service teams.

We’re looking to speak with customers who are involved in how work and staffing are planned and managed for their service operations. This might include:

• Creating or managing shift schedules for agents across different time zones

• Planning capacity across teams and services (who is online, when, and for what type of work)

• Forecasting demand (e.g. expected ticket volumes, peak periods, seasonal spikes)

• Tracking agent availability and occupancy to maintain SLAs

• Defining or overseeing work assignment models (manual, round-robin, skills-based, load-based, etc.)

• Coordinating complex team structures, skills, and customer-facing service levels

If that sounds like you, we’d really value your input.