Make JSM Queues Like Zendesk

[Clayton]

Is there a way to format the queues within JSM to look and act like Zendesk queues?

For instance, within one queue/group, Zendesk allows you to separate the tickets visually based on various criteria including Ticket Status. So you could have all tickets including NEW, PENDING, OPEN, etc. in the same queue without having to bounce around to find them all. 

I've tried to visually indicate what I'm talking about in the screenshot below.

Is there a way to emulate this behavior or look-and-feel within JSM?

[Eduardo Anflor - MindPro · Accepted solution]

Hi, @Clayton Carver 

Welcome to the community!

Unfortunately, Jira Service Management does not offer this functionality, so you would need to look for a marketplace solution. If you are open to trying one, I recommend Mindpro Lineup. I work at Mindpro, and I believe the app can cover this scenario.

When you create a new queue, you can select the "Group by" option, so the ticket will be organized by the specific criteria you select. Just to illustrate that, I just created a new queue grouping by the assignee field. I also created subfilters (private or shared) inside this same queue, so users can organize their work without changing the original query:

If you need to classify your work, you can also group queues in a "folder" structure from the left menu.

I hope that helps.

Regards,

Eduardo 

[Clayton]

@Eduardo Anflor - MindPro 

This looks really promising, thank you!

Are you able to re-order/prioritize the "Group By" results?

For instance, I would like to "Group By" the status of the ticket but I would like NEW tickets to be at the "top" of the view.

[Eduardo Anflor - MindPro]

Hi, @Clayton Carver 

The “Group by” is also a sorting functionality and it is not possible to apply a second sorting on the same filter yet. The APIs provided to Marketplace Vendors still do not allow offering this ability. But this will be added as soon as it is possible.

Regards,

Eduardo