How to manage tickets in jira effectively?

Question

Iryna Komarnitska_SaaSJet_ · Answer

Hi,  @Quỳnh Buì Hương

I’d start with a simple workflow and make sure each ticket has an owner, a clear priority, and enough information for someone to take the next step. It also helps to review blocked and waiting tickets regularly, so they don’t disappear under newer requests.

Jira’s native workflow settings are a good starting point. Atlassian has a useful guide on keeping workflows manageable.

If the difficulty is figuring out why tickets take so long, you could also try Time in Status. I’m part of the team behind the app. It shows how long tickets spend in each status and can calculate that time using your business hours, excluding breaks, weekends, and holidays. That lets you check, for example, whether tickets spend most of their time being worked on or waiting for review.

What’s causing the most trouble for your team at the moment: prioritizing incoming tickets, assigning them, or keeping work moving?

Liam Do - DevSamurai · Answer

Hi @Quỳnh Buì Hương, Welcome to the Community!

Managing tickets effectively comes down to establishing clear team habits.

If you are just getting started or looking to build a solid foundation, I highly recommend checking out Atlassian Learning courses. They cover Jira fundamentals, board management, and best practices step-by-step:

https://community.atlassian.com/learning/catalog?product=Jira

These will give you a great overview of how to structure workflows, configure your boards, and get the most out of Jira for your team.

If you have a specific workflow or challenge you’re trying to solve, feel free to share more details so the community can share tailored tips!

Hope it helps 🙌

Liam

Artyom Karpets _ArtUp Labs_ · Answer

Hi, and welcome to the Community!

The answer depends on your team, but a few habits help almost every Jira project:

* Keep the workflow short. 3–5 statuses that match how work really moves (To Do, In Progress, In Review, Done). Each extra status is another place where tickets get stuck.
* Every ticket in progress has an owner. On a company-managed board, the quick filters "Only My Issues" and "Recently Updated" give each person a quick daily view.
* Save filters for the questions you ask every week (replace ABC with your project key):* Unassigned: project = ABC AND assignee is EMPTY AND statusCategory != Done
* Stale: project = ABC AND statusCategory = "In Progress" AND updated <= -7d
* Overdue: project = ABC AND due < now() AND statusCategory != Done

Then subscribe to them from the filter's Details menu, so Jira emails the list on a schedule and nobody has to remember to check.
* Automate the routine steps in Project settings > Automation, starting from the templates: assign new tickets automatically, close the parent when all subtasks are done, comment on tickets that haven't moved for a week.
* Agree on what a good ticket contains: a summary that says what needs to be done, acceptance criteria in the description, a priority, and a due date only when there is a real deadline.

If you share more about your setup (Jira or Jira Service Management, team size, what isn't working today), people here can give more specific advice.

Written with help from an AI assistant.