Triage customer requests for your agents with queues

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

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

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

Jira Service Desk comes with default queues that project admins can update to align with the way your teams triage and work on customer requests.

We're rolling out a new issue view for Jira Service Desk, with one consistent screen to view and edit requests. It looks a little different and some procedures have changed slightly, so take a look at Changes to requests in the new issue view to see what's new and get the latest updates.

 

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