How Can I Display Support Team Members ticket queues

[James Poli]

Hello Everyone,

How can I display the individual ticket queues for Helpdesk support personnel so I can compare various metrics of performance?

Thanks in advance.

[Mikael Sandberg]

Hi @James Poli,

Welcome to Atlassian Community!

A queue is just a filter, so to see a specific agent queue you just have to create a filter where the assignee is set to that agent, something like this:

project = IT AND assignee = <agent> AND resolution = Unresolved

 You could also check out the reports that comes with JSM, there is a default one called Workload that will show you all the agents and the number of requests that they have. Another option would be to use a dashboard to show the data you are looking for.

[Joseph Chung Yin]

@James Poli -

Welcome to the community.  What you need to do is to configure your project's queue using the JQL focus on the issue assignee.

Here is the reference link on how to create/setup queues in JSM - 

For Data Center env - https://confluence.atlassian.com/servicemanagementserver/setting-up-queues-for-your-team-939926328.html

For Cloud env - https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-queue/

So, you can setup queues based on the issue assignees for your JSM project(s) as needed.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.