キューを使用してエージェント向けにカスタマー リクエストのトリアージを行う

Customer requests become work items that you can view and work on in queues. Jira Service Management comes with default queues that your project admin can update to automatically triage work items for your team. You can see how many work items are in each queue, and switch between queues to work on the right work items at the right time.

Queues help you organize work items displayed for your team and represent a to-do list based on priority or pending service level agreements (SLAs).

When your service project customers raise a request, that request becomes a work item in a queue. Queues help you automatically triage work items, organize the way work items appear to your team, and highlight the work items your team should work on first based on your SLAs. Your team will be able to see how many work items are in each queue and switch between queues to work on the right work item at the right time.

Jira Service Management には既定のキューが用意されており、プロジェクト管理者はこれを更新して、チームによるカスタマー リクエストのトリアージ方法や作業方法に合わせることができます。