Great support isn’t about working harder — it’s about setting up Jira Service Management (JSM) the right way. This free checklist guide gives you 10 practical tips for managing support more effectively, from process optimization to extending JSM with apps.
Download the guide to see how certified Jira administrators recommend structuring queues, training users, and avoiding common pitfalls.
What you’ll learn
- How to improve processes before implementing JSM
- Training and expectation-setting for users
- Tips to adapt request types and forms to customers
- Ways to measure support success beyond ticket volume
- Avoiding over-customization that slows performance
- Organizing work with queues for clarity and speed
- Reviewing and managing permissions regularly
- Integrating JSM with Jira, Confluence, Opsgenie, and more
- How HR and other non-IT teams can adopt JSM
- Extending JSM with automation and marketplace apps
Build support systems that scale
Support teams often fall into common traps: adding too many request types, customizing every workflow, or missing permission checks. This guide helps you:
- Recognize where processes break down
- Configure queues to match priorities or departments
- Connect JSM to other Atlassian and non-Atlassian apps
- Create sustainable support workflows that adapt over time
This guide is designed for:
- Jira administrators managing service desks who want to streamline setup, prevent over-customization, and keep permissions healthy.
- IT support managers leading teams who are looking to train users effectively, measure success, and ensure SLAs are realistic.
- Ops managers responsible for cross-functional service who need connected workflows, integrated tools, and visibility into performance.
- HR or business teams adopting JSM for internal requests who want to simplify employee services, reduce email clutter, and boost satisfaction.
Download 10 Tips for Managing Support in JSM
Want to get more value from Jira Service Management?
Download the checklist to set up smarter processes, stronger queues, and scalable support systems.
Built by experts — ready to use
Written by Rachel Wright, certified Jira administrator and author of the Jira Strategy Admin Workbook, this guide draws from years of real-world experience with JSM implementations.
Each tip is practical, tested, and focused on outcomes, not theory. Whether you’re running ITSM in a global enterprise or just starting with JSM, this checklist will help you make smarter support decisions.
To ensure Appfire is providing and delivering the most up-to-date and best information to our users that depend on us, this article has also been expertly reviewed by Dan Tombs.
Dan Tombs is a Solution Architect at Appfire with hands-on experience across the Atlassian ecosystem since 2016. He’s worked with end customers, solution partners, and now helps teams thrive by shaping tools and processes around how they actually work and not the other way around. Dan champions automation as a path to scaling productivity, reducing context switching, and unlocking what teams do best.