Chris Green and his team turned chaos into coordination with Jira Service Management and Smart Assignments & Rotations by Trundl. You can, too.

From Manual Mayhem to Methodical Support

Chris Green has heard the stories and seen some of the indicators of the early days of StarCompliance’s client support operations.

“Before Jira Service Management (JSM), balancing workloads across time zones was a constant challenge and things would fall through the cracks. Now, automated distribution of incoming tickets, based on agent availability and custom rules keeps workloads fair and response times consistent.”
– Chris Green

As part of the leadership team for Client Support Services, Chris helps oversee a global support organization spanning the US, UK, and India. Their mission: deliver exceptional technical support and world-class customer service to both clients and internal teams using StarCompliance’s enterprise compliance software. But prior to JSM, the team struggled with an outdated ticketing system (Kayako) and little automation. Ticket assignments were manual, inconsistent, and often delayed. Complex issues needing cross-functional collaboration often stalled due to informal handoffs and unclear ownership. In some cases, support agents gravitated towards easier tickets first – skewing workloads and impacting overall efficiency.

That all changed with the adoption of JSM, and more importantly, with Smart Assignments & Rotations for Jira Service Management (aka SARJ), by Trundl.

The Tipping Point: Regional Chaos, No Visibility

“Back then, we had great people doing repetitive work. Tickets were not being routed based on region, skillset, or capacity. Someone might log off at the end of their day, and a ticket would sit for hours, even though someone in another region could have jumped in.”
– Chris Green

This inefficiency didn’t just impact SLAs, it impacted morale. Team leads were spending more time triaging than leading. Without built-in visibility into workloads and progress, it was hard to maintain balance or identify where support was needed most.

The SARJ Advantage: Structured, Smart, and Scalable

StarCompliance discovered SARJ soon after they deployed JSM while searching for a smarter way to manage workloads, and it quickly became a cornerstone of their operations.

“SARJ changed the game for us. Instead of relying on gut feel or manual reviews, we let it dynamically assign tickets based on agent expertise, availability, shift patterns, and even load-balancing rules.”
– Chris Green

With the SARJ scheduler and work assignment logic, agents in the US, UK, and India could be placed into specific rotations aligned with their working hours, out of office exceptions, and expertise. Hand-offs became seamless. Escalations were routed faster. And most importantly, response times improved globally without increasing headcounts.

The Metrics That Matter

When we help clients implement SAFe® in a Box, we configure Jira, sure, and we also ensure alignment to strategic goals, planning cadences, and reporting structures.

The impact was immediate:

• Fewer SLA breaches thanks to around-the-clock coverage using SARJ’s time-zone-aware routing.

• Reduced triage overhead as team leads no longer had to manually assign or rebalance tickets.

• Consistent client experience regardless of region or time of day.

• Improved collaboration with automated escalations and clearer ownership.

SARJ also played well with the company’s other Atlassian Marketplace apps—Checklists for Jira, Time in Status Reports, and Custom Charts—all of which contributed to a more data-driven support strategy.