Why filters on JSD cloud queues are not out-of-the-box?

[Khalid Tariq]

Hi,

We just implemented JSD for our organization. I am puzzled to read there is no way out-of-the-box to dynamically filter queues. This is a basic feature in any service desk software and I find it ineffective to go and create several queues by agents and departments and have 50+ queues instead of having to be able to filter queues (just like sorting is available).

I am aware of the add-on below for ($2 per user per month) to allow us to do this: https://marketplace.atlassian.com/apps/1219440/smart-queues-for-jira-service-desk?hosting=cloud&tab=overview

I would expect this functionality to be available in the main package itself.

[Daniel Ebers]

Hi Khalid,

as it is a bit empty here I am trying to chime in. I doubt there will be a definite answer as this comes quite specific to product design questions.
There is a strong ecosystem of App vendors providing Apps enriching Atlassian products - you can find them on marketplace (https://marketplace.atlassian.com).

So, to sum up - yes, it would be awesome to have a lot of functions and fields. On the other hand users would say, "nah, it's a feature overload, where do I start - now I feel lost". So, I think, there is a balance between what is provided out of the box and what you can get from an App vendor. I am fully aware that what one person considers absolutetly needed would not be needed by another one.
I believe this is why decisions like that are hard - and a complicated task to assemble a product, like Jira, that in the end fulfill everybodys need.

Cheers,
Daniel