How support teams can finally stop wasting time triaging tickets (without changing tools)

[#1]

The daily pain of ticket chaos

Maria runs IT support for a large company. Each day, her team gets flooded with tickets: urgent outages, small access requests, critical client issues. New tickets slip through the cracks. Dispatchers burn hours manually scanning queues. Maria dreads the constant triage grind.

If you manage support queues, you probably know the feeling.

• Missed urgent requests.
  
  
• Slow rotations when staff changes.
  
  
• Endless manual sorting.
  
  

The true cost of poor ticket visibility?
Frustrated agents, failed SLAs, and customer churn.

What if your support team could work smarter?

Imagine:

• New urgent tickets instantly highlight themselves.
  
  
• Agents only get notified about what they actually need.
  
  
• Changing who manages the queue takes seconds, not hours.
  
  

This is what we built: smarter triage notifications in Queues for Jira & JSM.

How it works

Visual highlighting:

New tickets in a queue are auto-marked with color stripes and a "+" badge showing how many appeared since you last checked.

Dedicated “new tickets” view:
Stop hunting through entire queues. See only new items in one focused view.

Filters that fit your priorities:

Highlight everything, or just the tickets that match your criteria (like unassigned incidents) using JQL.

Personalized notifications: 

Every agent can manage their own notifications. Turn off alerts for yourself without impacting others.

The results our customers see:

• React instantly to what matters.
  
  
• Reduce Dispatcher workload.
  
  
• Never miss urgent tickets again.
  
  
• Simplify team rotation with no messy Jira notification resets.

That way, your Dispatcher can work smarter, not harder.

Curious if this can help your team?

Try Queues for Jira & JSM free today and experience smarter triage in action.

[Link to app download]