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A queue is a list of issues that are displayed based on a set of criteria. JIRA Service Desk provides some pre-configured queues that sort issues for your team. You can create additional custom queues to further optimize the view for the agents. 

Here's how queues work:

  • Service desk administrators can create new queues.
  • Agents can view queues but can't create their own custom queues or change the order the queues appear in. Keep this in mind when you design queues.
  • You can control the order of issues in a queue by the way you structure the JQL statement you use to set up the queue.


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