You may have noticed some recent changes to Queues inside of Jira Service Management (Star your favourite queues). Today I would like to introduce a powerful new feature designed to help teams manage their queues better; Team Priority.
We want to make sure queues are flexible enough for all teams. Team Priority allows team leaders to ensure that mission critical queues are always front of mind. This works in partnership with Starred, which allows Team members to promote the queues which are important to them.
Starred queues always appear at the very top. They are independent of Team Priority, and are unique to each team member in the project.
Team Priority queues are visible to all team members in a project. A Project Administrator has the ability to choose which queues appear in Team Priority via the Manage Queues button at the bottom of the list.
Queues that are not Starred or Team Priority will appear in the Other section, which is collapsed by default.
You can learn more about how Team Priority queues work here.
There is no right or wrong way to use Team Priority, but a good rule of thumb is that less is more.
✅ The less queues you have in Team Priority the more productive your agents will be.
To help your team transition into the new structure, we have moved all your existing queues into the Team Priority section. This will keep your project close to the way it was before.
This means you need to take action for your team to start benefitting from increased productivity.
We would love to hear your feedback. Please leave a comment below, or feel free to hit the Give Feedback button into the product.
Please note we are rolling this feature out progressively, if you cannot see it in your instance today, it won't be long until you do 😃.