Using a queue for multiple clients

[Kaylyn Rudrow]

We will be implementing Service Management but I am having a hard time figuring out how to have 1 queue exist for multiple clients. Would each client have their own queue? That seems like a lot for someone to manage, so I hope I am just missing a setting.

[Kat Warner]

Why would you like a separate queue per client? The reasons may help people give suggestion that are more useful for you.

Here is a screenshot of some of the queues we use.

This list is followed by a queue for each agent.

When we want to visualise open issues for a customer we use Boards and Confluence pages with Jira Issue filter results.

[Kaylyn Rudrow]

Ultimately I don't want each client to have their own queue but I would like to be able to store that information per client. That way if I had a client who had a lot of service tickets I would be able to pull those up later. 

Do you have all clients using one queue? Do they all use the same email address to submit? How do you know which client it is for when they submit an issue?

[Kat Warner]

All of our customers log requests to the same support email address.

We manually assign a customer-specific epic or general epic like "presales" for services customers and for product customers we have product-specific epics.

We run reports using JQL as needed and use the '(Find related issues)' link alongside the "Domain of Reporter" field for quick searches.

[Kaylyn Rudrow]

Ahh so you can scrape the domain on submission. We are trying to have all support requests come into one spot to be triaged but want to have the ability to tag them for specific clients. 

Did you keep the atlassian email address or set up routing on a more streamlined one with your domain?

I appreciate your help. I have used JIRA for years but the service desk side of things is new.

[Kaylyn Rudrow]

Here is my ultimate goal -

Have each service request attached to the specific project for each client but also have a queue where our prod support team can view and work on regardless of client.  Any ideas on how to accomplish that?

[Kat Warner]

Where I work we have a single service desk project for all incoming support queries. 

We have customer-specific Jira projects for tracking project tasks and as a home for the customer-specific epic. Customer-specific boards/dashboards/reports include tickets from multiple projects.

As part of the triage process these are linked to an epic that is specific to the customer.

You can create as many queues in your service desk view that is useful for your team. These are based on JQL so you could use labels, epics, domain, or any other field that makes sense for your organisation.

Make sure you think about scalability - how will your solution grow with your business and exception handling - how will you solution deal with requests that don't fit any of the current criteria.

[Kaylyn Rudrow]

Once you link a support request to a Customer Epic, does it live on the project too? My main goal is to have that triage queue that is run by one team but the Project team would know the issue came in. 

So one place for triage and another for history. 

I think this works for scalability because it was the support queue that will hold all issues in one place but also allows the project team to view the issues that come in.

[Kat Warner]

You can use Jira Boards and Dashboard to display tickets from multiple "Jira projects". A "Jira project" is a technical difference indicated by the issue key. Your project teams should be able to view and interact with issues from more than one "Jira Project".

* "Jira project" used to emphasis the difference from this product terminology and the day-to-day projects understood by your team.