Is there any guideline, which suggests number of JSM Agents based on no. of tickets or Customers?

[Vinay Sharma]

Is there any guideline or Atlassian ITSM best practice , which suggests number of JSM Agents based on volume of tickets or number of active Customers in a Jira Service Management instance?

[Walter Buggenhout]

Hi @Vinay Sharma,

I have never heard of such a guideline, to be perfectly honest. Every business is different and the complexity of requests that come in to a service team depends on the maturity of your customers, the quality of the products or services you support, the level of self service you can offer to your customers and so on and so on.

One thing I can recommend is to measure, measure again and keep measuring. How many tickets come in on a daily basis? How many does your team resolve? How many get deflected through your knowledge base? ...