New Feature Spotlight: Prioritize Your Queues with Groups in Jira Service Management

This feature empowers project admins to streamline their service projects by organizing queues into groups, enhancing efficiency and improving overall customer satisfaction.

The Challenge

Managing a growing service project can become increasingly complex as more queues, agents, and workflows are added. Each queue focuses on different types of requests, and agents are often assigned specific areas of responsibility, either individually or as part of a team. As the volume of customer requests scales, so does the complexity of managing these projects.

The Solution: Priority Groups

To address this challenge, Jira Service Management now offers the ability to create and manage Priority Groups. This feature allows project admins to categorize queues into groups, making it easier for agents to prioritize their work. By organizing queues into relevant groups, agents can quickly identify and address the most urgent or important requests, leading to faster response times and improved customer satisfaction.

Creating and Managing Priority Groups

Project admins have the flexibility to shape Jira Service Management according to the needs of each team by creating priority groups. Here’s how you can create and manage these groups:

1. Create a Priority Group:

   • Navigate to your service project and go to Queues.
   • Select Queue settings and choose the Priority group tab.
   • Click Create group, enter a descriptive group name, and save your changes.

2. Customize Your Priority Groups:

   • You can create groups tailored to specific agents, teams, or workflows. For example:
     • A group for an individual agent: "Emma’s Work"
     • A group for a team: "Design Team Requests"
     • A group for critical workflows: "L3 Urgent Escalations"

3. Manage Queues within Priority Groups:

   • On the Queue settings page, go to the Priority group tab.
   • Select Manage queues for the group you want to organize, reorder the queues, and save your changes.
   • Alternatively, assign queues to priority groups via the Queues tab and use the Assign to priority group dropdown.

Queues that are not assigned to any priority group will appear under the All queues section in the project sidebar.

Switching Between Priority Groups

Agents can easily switch their view to work on different sets of queues based on the priority groups created. Here’s how:

1. Go to Queues in your service project.
2. Under the Priority group section of the sidebar, select the current group name and choose another group to switch to.

Queues in Starred and Priority group sections will refresh regularly, keeping the issue count updated. Meanwhile, queues under All queues do not refresh automatically and are collapsed by default.

This feature enables teams to better manage their workload, ensuring that the most critical tasks are addressed promptly, thereby optimizing the service experience for customers.

Stay tuned for more updates on how Atlassian continues to enhance your Jira Service Management experience!