Jira Ticket Routing System

Problem

"We need another ops person." That was the request from the IT team lead. The team was spending more time shuffling tickets than solving problems. Every new Jira issue sat in a queue until someone manually triaged it, figured out who should own it, and moved it to the right board. Priority tickets got buried. SLAs were slipping. The team was growing frustrated, and leadership was about to approve a new headcount just to manage the queue.

Solution

We built an automated routing system that sits on top of Jira. When a new ticket comes in, the system analyzes its type, urgency, and content, then routes it to the right team. Weekly reports go out with queue health. People still handle the cases the rules cannot see.

Results