Is there a way to prioritize support tickets with drag and drop in Jira Service Desk?

Question

Hello everyone,

I want to migrate my support and maintenance project from Freshdesk to Jira Service Desk for further integration with classic Jira for the development flow, Confluence for Knowledge Base etc.

I have a specific use case that does not work well in other support-like solutions like Freshdesk/Zendesk. I want Level 0 support guys to manually prioritize the requests for Level 1 team via simple drag and drop.  Assigning priority in the ticket attribute does not work well for us, I really want to have super straightforward priorities - one by one from top to the bottom.

Does Jira Service Desk allow to do it? I didn't find this capability in my free demo account.

Please advise.

JP _AC Bielefeld Leader_ · Answer

Hi,

sorting (priorization) in Jira Service Desk is done automatically by the JQL for the service desk queues. There is no drag&drop based on the queue view. Alexey refers to the ability to use Jira Service Desk together with Jira Software. In Jira Software you can create boards (Kanban, Scrum) where issues are shown based on a JQL but the sorting ís (mostly) done by using a Rank field, which is set & changed with drag&drop. This is actually a solution we're using, as our developers work on multiple projects & also have to handle service desk requests (Bug fixing, 2nd/3rd level support, etc.).

Best

JP

Sergey Guk · Answer

I understood already that Classic Jira with Kanban setup can work, however, I really need SLA configuration and other support-related features that are presented in JSD.

Could you please elaborate what do you mean by "Jira Software together with Jira Service Desk"? What is the setup that will fit my needs?

Alexey Matveev · Answer

Hello,

If you want to prioritized tickets with drag and drop, you would need Jira Software together with Jira Service Desk.