Home • MTTRx: Intelligent Service at a Global Scale
Enterprise Support Teams are Stuck in a Reactive Loop
If you lead or work within a high-velocity service management department, be it IT or business ops, you already know how difficult it is to assign, track, and resolve tickets at scale. Work assignment isn’t simple. You’re juggling time zone availability, skill alignment, PTO schedules, work shifts, SLAs, and other complex logic to get a ticket to the right person, immediately.
Work assignment in native Jira Service Management simply can’t keep up.
That’s where MTTRx comes in.
MTTRx accelerates support
MTTRx is an enterprise-grade support operations platform designed to reduce Mean Time to Resolve (MTTR) and improve service quality across IT and business teams. It works in concert with Jira Service Management, Trundl’s Smart Assignments and Rotations for Jira Service Management (SARJ), and Appfire’s Jira Misc. Workflow Extensions (JMWE) to deliver intelligent routing, dynamic reassignment, and smart escalation triggers.
The result? Your team spends less time figuring out who should handle a ticket—and more time resolving it.
Fast, accurate ticket routing is critical to keeping SLAs on track
IT teams in global enterprises face mounting operational pressure. They’re managing high volumes of service tickets involving stakeholders, requestors, and agents spread across multiple time zones, functional groups, and varying skill sets. These teams often field 500+ tickets per day—each with its own urgency, context, and ownership complexity—while adhering to enterprise-class performance standards like SLAs, MTTR, and First Response Resolution Rate.
Assigning work to the right person, with the right skills, at the right time is no longer optional—it’s essential. But in large or complex environments, decision fatigue sets in quickly. Manual ticket routing, ownership confusion, and delay-prone processes erode confidence in support teams and undermine SLA performance.
To meet these challenges, MTTRx provides nuanced, intelligent ticket routing and workflow automation that simply isn’t possible with native Jira Service Management alone. It’s powered by over 30 configurable post functions that eliminate delays, ensure accountability, and accelerate action:
Larger enterprises often face complex dependencies—where a single incident may require steps across multiple platforms or teams. MTTRx enables organizations to define action ownership, automate assignments, and process complex ticket logic in real time. This orchestration of people, process, and platform significantly improves MTTR without adding overhead.
With MTTRx, support leaders can scale accountability, eliminate manual routing, and maintain resolution velocity—even under the most complex operating conditions.
MTTRx enables intelligent, global-aware ticket routing
Built on the power of Jira Cloud Premium, Smart Assignments & Rotations for Jira Service Management, and Jira Misc. Workflow Extensions (JMWE), MTTRx provides:
Global-Aware Ticket Routing Automatically assigns tickets based on team availability, local hours, time zones, and skill mapping.
Optimize workflows and reduce MTTR with smart routing, real-time ownership logic, and SLA accountability—purpose-built for high-velocity support teams.
Go beyond native rules with robust no-code and low-code workflows that adapt to complex support processes, edge cases, and dynamic triggers.
Automatically route tickets based on team geography, work hours, and live availability—supporting follow-the-sun operations and fair agent distribution.
Maintain consistent resolution performance even when agents are unavailable. MTTRx reassigns based on planned and unplanned absences with no disruption.
Leverage pre-built workflows that align with best practices for incident, request, escalation, and change—adaptable across IT and business functions.
Centralize service operations in a secure, scalable platform that brings IT, HR, Finance, Legal, and Ops together under one routing and accountability model.
IT leaders handling thousands of tickets a day across global teams using Jira Service Management. Their pain: SLA breaches, manual triage, and agent burnout.
HR, Finance, Legal, and Facilities teams with internal request queues that need fast routing and clarity when teams are out of office or unavailable.
Firms that support multiple clients with unique SLAs, geographies, and workflows. They need predictable routing, SLA compliance, and visibility.
UNLOCK MTTR AT SCALE
Tickets are routed to the right person at the right time, based on skills, availability, and time zone—no more guesswork or ping-ponging.
Clear ownership and SLA-backed workflows mean faster first responses, fewer escalations, and lower MTTR across IT and business functions.
Centralized dashboards give support leaders real-time insight into workloads, bottlenecks, and team performance—empowering proactive action.
Let’s Transform Your Operations
Your service operations shouldn’t break down at scale.
With MTTRx, you can route smarter, resolve faster, and lead with confidence.
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