Use cases

This chapter provides information on possible use cases of Queues for Jira & JSM.

Queues for Jira & JSM app helps to accelerate ticket resolution and enhance team productivity. Among many possible usages of our app, we selected the most popular cases:

• Improving issues triage in support teams with the Notifications feature

Improving issues triage in support teams

It is common to assign a task coordinator to support teams. This person is responsible for triaging new issues, which means simply monitoring the queue of the unassigned issues and allocating them to the appropriate agents.

Challenges in ticket management

The current way of handling unassigned issues comes with several problems:

• Lack of immediate visibility of new issues – The task coordinator must manually check each queue to see if new issues have appeared.
• Inefficient notifications – When task coordinators change, Jira notifications must be reconfigured, making personnel rotation more challenging.
• Problematic issue sorting – The task coordinator needs to remember the queue’s state to identify new issues. Sorting by creation date is possible in this case, but it is sometimes suboptimal, as other parameters, such as time to resolution or priority, may be more critical.

Our solution - the Notifications feature

With Queues for Jira & JSM, task coordinators (admins in our use case) can use the Notifications feature to manage issues more efficiently and eliminate manual steps. The task coordinator can enable notifications for a specific queue, which can then be viewed and managed by all agents (users in our use case) with access to that queue. New issues are highlighted for easy identification when they are added to the queue, and agents can manage their own highlights independently.

Visual highlighting of the new issues

The task coordinator can enable the Notifications feature for a specific queue. The feature highlights new issues added to the queue using a previously selected color. The queue group with this queue is marked with a colorful stripe on the left side, and the queue itself is also highlighted. Additionally, a number accompanied by a + sign indicates how many new issues were added to the queue. With all this displayed information, the Notifications feature helps the task coordinator quickly and efficiently identify newly added issues.

Dedicated view for new issues

A dedicated view displays only new issues and eliminates the need to browse the entire queue and search for the highlighted ones. The task coordinator and agents with access to the specific queue can manage all the new issues from this view and remove their highlights individually without affecting others.

Filtering based on rules

The task coordinator can decide which new issues should be highlighted for agents. Two options are available:

• The agent is notified about all the new issues added to the queue.
• The task coordinator can configure conditions, using JQL, such as highlighting only unassigned issues.

Personalized notifications

New issues are highlighted when added to the queue, and task coordinators and agents manage their own highlights independently. If anyone removes a highlight, it only disappears for them without affecting others. The agent can also turn off the Notifications feature for themselves without impacting anyone else.

Benefits

With the Notifications feature, support teams can significantly speed up ticket triage, improve task management, and ensure the correct issues reach the right people faster:

• Immediate visibility of new issues — The queues with new issues are marked with a label. The new issues within these queues are highlighted with a selected color and gathered in a dedicated view.
• Efficient notifications — Notifications are configured and displayed for all agents with access to the specific queue, making personnel rotation easier, faster, and less challenging.
• Reduced workload — The task coordinator doesn’t have to identify new issues, as all new issues are highlighted until managed individually by each agent. It reduces the task coordinator’s workload and eliminates the risk of missing a new issue.

Configuration

Watch a live demo of the Notifications feature. Additionally, read the Configuring Notifications and Managing Notifications chapters to learn more about how to configure and manage it.