Documentation for JIRA Service Desk 1.0.
Documentation for [JIRA Service Desk OnDemand] and [other versions of JIRA Service Desk] is available too.

JIRA Service Desk automatically provides some default queues that sort requests for agents. You can create additional custom queues to further optimize the view for the agents. Here's how queues work:

  • Service desk administrators can create new queues.
  • Your team members can view queues but can't create their own custom queues or change the order the queues appear in. Keep this in mind when you design queues.
  • You can control the order of issues in a queue by the way you structure the JQL statement you use to set up the queue.

For information about the permissions needed to see and adminster queues, see How JIRA and JIRA Service Desk Work Together.

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