Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

I want to add a team to a queue?

We have created some queues for our support staff, using Labels and Components to identify tickets in the queue, but we are struggling to make a link with our teams we have created in People to the necessary queue. Can you help please?

1 answer

1 accepted

0 votes
Answer accepted

Queues are connected to service desks, not teams.  Teams should be aware of which queue(s) they need to be working from, but that should be simple, as it's the ones in the service desk they're working on or the ones their team owns.

What were you intending to get from linking teams to queues?

Easy for the 3 service desk analysts to assign (not so clear) tickets to a team rather than a specific individual. They can place it in the queue and cross reference who is in that queue from the people tab, I just expected the two to be joined up, but we can work around it ok. We have different people assigning tickets all the time so it would of helped.

You can't assign teams to issues, so it wouldn't do much for you.

The point of a queue is that it is already being looked at by a team.  In most places, Agents would self-assign when they pick up the next issue in the queue, but many have a leader who will sometimes assign for the team.

Like NASD-CL likes this

Nic, Many Thanks we have got around by naming the queues the team name, using labels and components to create rules and using the people & teams as a lookup reference for who is who. Yes we picked up on the team leader and that should work well. We have multiple teams using it at the moment and we don't get our service analyst team for a few months yet. We are all good though and loving the tools simplicity for the support users. 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

133 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you