Jira Service Desk: Making queues for your service desk teams
How to create queues for Jira Service Desk teams?
Queues are where tickets are organized for your agents. You build queues using Jira Query Language, which means you can capture issues as narrowly or as broadly as you need. You can build queues for unassigned issues, issues that are near SLA, issues with high priority, or any criteria within your imagination (or rather within our advanced searching - fields reference) to help your team be more efficient.
A single issue can exist in multiple queues. For example, an unassigned issue that's been sitting idle for several hours can appear both in an "Unassigned Issues" queue and in an "Issue Approaching SLA Breach" queue.
All agents can see and access all the queues in the Jira Service Desk projects they are a member of.