How can I assign a ticket to one queue instead of having the ticket across all queues?

[Johnny Yip]

I just created a service help desk for my team so that all teams can communicate on this but when I create a ticket it shows in all the queues. Is there a way I can assign a ticket to a certain queue? Is there a way when a ticket is created that the person can choose where the ticket goes? Thanks!

[Marty · Accepted solution]

Hi Johnny,

queues are very flexible and you can setup the queues that you want.

For example, if you have 5 agents then you could set up a 'triage' queue and a queue for each agent.  That way new requests (that are unassigned) would go to the triage queue and once assigned would go to an individual agent's queue.

That is just one example, it is really up to you to decide on the queues that you want depending on how your team likes to work.

See here for details on *how* to configure queues for your needs:  https://confluence.atlassian.com/get-started-with-jira-service-desk/make-queues-for-your-team-917968317.html

I hope that helps!

[Johnny Yip]

Thank you for your help!