When customer raise a ticket in service desk, it need to be assigned to a group instead of a individual user id. How do I implement it in Jira service desk instead of procuring an additional agent license for a distribution list (email id) . Is there a way that we can have a ticket grouped under various queues? so that respective agents can self pick tickets from their respective queue ?
You can create user custom field that allow put many users (user picker (multiple users) field).
After this you can assign may users to issue and then someone who will decide work on issue will assign themself as assignee to issue.
Let me know if it help.
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