Jira Service Desk Custom Queues

[Gibson Simon]

Does anyone know of a way to show tickets that have had changes made (e.g. client or agent updates comment etc.) in a queue but then remove from this queue once it has been viewed or actioned. Kind of like how Outlook shows an unread email in a mailbox list

[Gibson Simon · Accepted solution]

Found the answer, in Automation set up a rule: WHEN Comment added, IF User is a customer ELSE IF User is not a customer, THEN Transition issue Awaiting Support (custom transition & status in our workflow)

Create a queue using JQL statement:  status = "Awaiting Support"