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21/07/2026 10:04 pm
Okay, so I'm coming from Zendesk where escalation rules are pretty straightforward. My team is evaluating Jira Service Management, and I need to set up a multi-tier escalation for critical issues.
Can someone walk me through the actual steps in JSM? Like, if a high-priority ticket isn't acknowledged in 15 minutes, it escalates to a team lead. If it's not resolved in an hour, it goes to a specific on-call group. I get lost after the basic SLA configurations. How do you link the different escalation levels and assign them to different groups? Also, does this work differently for internal vs. customer-facing projects?