We configure Jira Service Management with request types, queues and portals so employees and customers raise and track every request in one place.

Confluence knowledge bases let customers and staff solve common issues themselves and give agents one approved answer to share.

Workflows set the steps each request follows, and SLAs set response and resolution targets for each priority level.

Automation rules triage, assign and update requests without manual steps, while reports show volume, SLA performance and backlog.