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

You can easily navigate to your service desk queues at any time by selecting Queues from your project sidebar.

Switching queues

When you select Queues from your project sidebar for the first time, the secondary sidebar menu will open automatically. This sidebar displays all queues in your service desk project, as well as the number of issues in each queue. Simply select the name of the queue you wish to work from to view its issues.

To expand the view of a single queue, you can minimize your project sidebar by selecting  and minimize your queue sidebar by selecting  in the sidebar's upper right corner. When the queue sidebar is collapsed, a Switch queue dropdown will appear, which you can use to view a different queue or to reopen the queue sidebar: 

Sorting issues

To make it easier to find the most important issues, you can sort issues in your queues based on any of the available columns. Click a column to choose it as the primary sorting option, and then click again to refine the sorting. For example, you can change the sorting from oldest to newest, or switch the alphabetical order.

Some things to keep in mind:

  • Sorting is a personal setting. Whatever you choose, it won't affect your teammates.
  • Your settings are saved in the local storage, so they won't be available if you access your queues from a different device.
  • To reset sorting, select  > Reset sorting.

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