Hello Atlassian Community!
I'm Tania, a Senior Product Marketing Manager for Jira Service Desk Cloud! I'm excited to announce some exciting improvements coming up for those who work with queues and issues.
With the new agent experience, service teams will be able to triage issues more effectively, scan request details at a glance, and deliver speedy responses to customers.
Or, read on to learn more!
1. We’ve made it easier to reply to your customers
- An always-visible comment bar: Respond faster to your customers with a comment bar that is docked to the base of your screen and always accessible.
- Responding to customers and adding internal notes: You can now select upfront whether to add an internal note or reply to a customer. The two types of responses are visually different to stop mistakes from happening.
- Less clutter: Fields completed by the customer are now grouped together in the left-hand section, making an issue easier to scan. The right-hand section is dedicated to fields completed and managed by service teams.
Try it now:
- Communicate with your team using the internal notes link to keep information related to the ticket in one place.
2. Queues are now better customized to your team’s needs
- Sort capability: We’ve introduced flexible sort capabilities for your queues. Now you can find the tickets you’re looking for by sorting the columns of your queues, such as ‘Time to Resolution’ or ‘Assignee.’
- Improved SLA display: Instead of displaying endless hours, SLA time metrics now render with days and weeks. They also take into account the working hours of your SLA calendar, making them easier to interpret.
Try it now:
- Sort your queue to the soonest breach time for your SLA to ensure you’re working on the most urgent task
- Sort according to assignee to see work assigned to your team members
- Sort by component or labels to see related requests
3. Faster triaging with queue actions
- Edit from the queue: You’ll be able to take action and triage your issues more effectively, without needing to switch back and forth between the queue and issue screen. Now you can assign and transition as you’re scrolling down the list looking at incoming tickets.
Try it now:
- Use the new inline editing capability to assign tickets to yourself or team members and transition the status of them to “in progress” without going into every ticket.
4. Revisit your favourites
- Starred queues: If you visit certain queues frequently, you can now star them and navigate to them much easier. The starred queues can be accessed from the “Starred and recent” menu in the global sidebar.
Try it now:
- Star queues directly from the recent section in the “starred and recent” menu, or click the star in the top right-hand section of your queue.
Improvements specific to the issue view are on their way, so don't be concerned if you don't see them yet. Check out our page, changes to requests in the new issue view, to find out more.
Have thoughts on this post? We're all ears! Share your questions, comments, and thoughts with us and the rest of the Atlassian community in the comments section below.
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