Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Customer requests become issues 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 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 project 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 Management 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 Management, 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 About the issue view in Jira Service Management to see what's new and get the latest updates.
What are queues?
Learn how customer requests are organized into queues so you can quickly view, triage and assign requests as they come in.
Create a new queue
You can create new queues in your service project.
Edit queues
Queues can be edited in your service project.
Arrange queues into sections for your team
Queues can be arranged into sections to help prioritize work for your teams in a service project.
Delete queues
Queues can be deleted in your service project.
Use keyboard shortcuts in your queues
Navigate your queues using keyboard shortcuts to get your work done faster.
Best practices for managing queues at scale
Try these best practices for configuring queues to maximize agents' productivity.
Was this helpful?