About queues

Queues help your team organize and manage work items. They give agents a focused view of their work, making it easier to triage, prioritize, and take action on customer requests. Find out how to create a new queue.

How queues work

When a customer submits a request, it becomes a work item. Queues use filters to group work items based on criteria you define, like status, type, or priority. This lets agents quickly see which work items need attention and take the next steps.

Queues appear in the sidebar under your project’s name. You can use preconfigured queues, or create your own to match your team’s needs.

Defining which work items appear in a queue

You can choose which work items should appear in a queue using filters. Filters include things like:

• Status (for example, “To do” or “In progress”)

• Work type (for example, “Bug” or “Request”)

• Assignee

• Priority

• Custom fields

You can also use Jira Query Language (JQL) to filter work items. For example, you might show only work items updated in the last 14 days, or only those assigned to your team. Read more about JQL.

Ways to organize queues

You can organize queues to match your team’s workflow and priorities. Some common ways to organize queues include:

• By urgency – Create queues that shows work items based on how close they are to breaching a service level agreement (SLA), or based on approaching due dates.

• By team or department – Create separate queues for HR, IT, or different office locations.

• By work type – For example, onboarding requests, hardware requests, or incidents.

• By priority group – Group queues into sections like “High priority” or “Backlog” to help agents focus on what matters most.

Agents can star the queues for easy access, and admins can create dynamic queues that only show the work items assigned to the person looking at the queue.

Overview of each view

Queues support multiple views to help you visualize and manage work:

• List view – Shows work items in a table with columns you choose, such as summary, status, and assignee. Use filters and search to narrow down the list.

• Board view – Displays work items as cards your team can move between columns that represent workflow stages (for example, “To do”, “In progress”, “Done”). This helps you track progress at a glance.

• Calendar view – Shows work items on a calendar based on their start and due dates. This helps you see deadlines, manage workloads, and spot potential bottlenecks.

You can add or remove views for each queue, and customize columns or filters to suit your team’s needs.

Find out how to create a new queue.