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Using a queue for multiple clients

Kaylyn Rudrow_a8f6t9

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.

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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.

Screen Shot 2021-03-05 at 11.06.41 AM.png

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_a8f6t9

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_a8f6t9

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.

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