Real-World Delivery
Service Desk Migration
Our Zoho service desk was where work went to get lost. I owned the service desk end to end, moved five users and about 100 open tickets to Jira Service Management, and set up the workflows, SLAs, queues, automations, and leadership reporting so nobody had to sort every ticket by hand.
- Role
- Service desk owner
- Context
- Travel technology platform
- Year
- 2025–26
[ Problem ]
The old setup in Zoho made routine support work harder than it needed to be. Tickets took too much manual sorting, SLA tracking was weak, and the team had no clear way to see what needed attention first.
[ Approach ]
- Audited the active queue and mapped about 100 open tickets into a cleaner structure in Jira Service Management.
- Rebuilt queues, request fields, and ownership rules around how the team actually worked.
- Set up SLAs and routing automations so urgent work surfaced without someone sorting every ticket.
- Set up leadership reporting in the new desk.
- Documented the new workflow and trained the team on daily triage, ownership, and escalation handling.
[ Outcome ]
- Put all of the team’s active work in one service desk, with clearer ownership and fewer manual handoffs.
- Gave the team consistent queues and SLA timers for deciding what to work next.
[ Tools & skills ]
Jira Service ManagementZohoITSMService Desk AdministrationSLA ManagementWorkflow AutomationData MigrationChange ManagementTraining & OnboardingProcess Improvement